RFP for Selection of System Integrator for Implementation of Integrated SAP for CIDCO

RFP for Selection of System Integrator for Implementation of
Integrated SAP for CIDCO
Request for Proposal for

Selection of Bidder for Implementation of Integrated SAP for CIDCO
Volume I
Ref No.: C.A. No. 03/CIDCO/SM/2014-15
Date: 21st October, 2014
City and Industrial Development Corporation of Maharashtra

Ltd. CIDCO Bhavan, CBD Belapur, Navi Mumbai - 400 614 Phone:
022 - 67918699, Fax: 022 - 67918166
RFP for Selection of System Integrator for Implementation of Integrated SAP for CIDCO
Table of Contents
1 Invitation for Proposal ....................................................................................................................................... 19
1.1 Bidding Schedule ........................................................................................................................................ 20
2 Introduction ........................................................................................................................................................... 21
2.1 About CIDCO ................................................................................................................................................. 21
2.2 Geographical Spread & Various Departments of CIDCO ............................................................ 22
2.3 Details of Departments and brief overview of Processes .......................................................... 23
2.3.1 Land and Survey................................................................................................................................ 23
2.3.1.1 Acquisition Process ..................................................................................................................... 24
2.3.1.2 Allotment of Plot through Lands 12.5% scheme ............................................................ 25
2.3.1.3 Process for handling legal suit in Lands 12.5%............................................................... 27
2.3.1.4 Process for approval and disbursement of enhancement award ............................ 28
2.3.2 Planning and Architecture ............................................................................................................ 30
2.3.2.1 Processing of request / queries: post allotment from Estate department ......... 31
2.3.2.2 Processing of requests/queries: Post Allotment from Building Permission

section ............................................................................................................................................................. 32
2.3.2.3 Payment to external consultant ............................................................................................. 33
2.3.2.4 Policy Making/Board Approval ............................................................................................. 34
2.3.2.5 Process for land planning-development and disposal ................................................. 35
2.3.2.6 Processing of applications........................................................................................................ 36
2.3.2.7 Processing of RTI ......................................................................................................................... 37
2.3.2.8 Processing of application for development permission in Building permission

department ........................................................................................................................................................ 38
2.3.2.9 Appointment of Consultant by Architecture Department .......................................... 39
2.3.3 Engineering ......................................................................................................................................... 40
2.3.3.1 Engineering - Registration of contractor for civil and electrical .............................. 41
2.3.3.2 Identification of a project ......................................................................................................... 42
2.3.3.3 Formation of Project Team ...................................................................................................... 43
1 City and Industrial Development Corporation of Maharashtra Ltd.

2.3.3.4 Administrative approval........................................................................................................... 44
2.3.3.5 Project Planning and monitoring.......................................................................................... 45
2.3.3.6 Handing over of project............................................................................................................. 46
2.3.3.7 Registration of vendor for product approval.................................................................... 47
2.3.4 Marketing............................................................................................................................................. 48
2.3.4.1 Allotment of plots (Tendering process).............................................................................. 49
2.3.4.2 Disposal of plots (without tender process)....................................................................... 51
2.3.4.3 Plots for Co-operative housing societies............................................................................ 52
2.3.4.4 Allotment of commercial offices-shops by tender.......................................................... 55
2.3.5 Estate..................................................................................................................................................... 57
2.3.5.1 Estate department activities for Customers who bought plotted premises........58
2.3.5.2 Transfer of Ownership............................................................................................................... 59
2.3.6 Controller of Unauthorized Construction Department..................................................... 60
2.3.6.1 Demolition Activity by CCUC................................................................................................... 61
2.3.7 Transport and Communication................................................................................................... 62
2.3.7.1 Process flow for approval of any transport project....................................................... 63
2.3.7.2 Certification of Zoning Maps & Authentication of Plot Coordinates for Height
NOC through NOCAS system of AAI........................................................................................................ 64
2.3.7.3 “NOC” for Utility Trenching Permissions........................................................................... 65
2.3.8 Economics............................................................................................................................................ 66
2.3.8.1 Fixation of Reserve price.......................................................................................................... 67
2.3.9 Accounts and Finance Department........................................................................................... 68
2.3.9.1 Preparation of Budget for the Corporation....................................................................... 69
2.3.9.2 Releasing Payment to Vendor/Contractors/Consultants............................................ 70
2.3.9.3 Payment verification(sale entry)........................................................................................... 71
2.3.9.4 Collection of lease rent, rent, services charges and water charges.......................... 72
2.3.9.5 Accepting RTI Payments........................................................................................................... 73
2.3.9.6 Collection of all charges from Estate, Estate 12.5%....................................................... 74
2.3.9.7 Salary Payment............................................................................................................................. 75

2.3.9.8 CIDCO Provident Fund ............................................................................................................... 76
2.3.9.9 Payment of compensation/enhanced compensation for Lands 12.5% scheme 77
2.3.9.10 Financial Concurrence for Administrative Approval / Rate & Agency

Acceptance ........................................................................................................................................................ 78
2.3.10 Public Relations ................................................................................................................................. 79
2.3.10.1 CIDCO Event participation .................................................................................................. 80
2.3.10.2 CIDCO Release of Advertisement ..................................................................................... 81
2.3.11 Data Centre .......................................................................................................................................... 82
2.3.11.1 Procurement of Hardware/Software/Network Equipment/ (By Tender) ..... 83
2.3.11.2 Renewal of Annual Maintenance Contract ................................................................... 84
2.3.12 Statistics ............................................................................................................................................... 85
2.3.12.1 Survey Outsource Process ................................................................................................... 86
2.3.13 Legal ....................................................................................................................................................... 88
2.3.13.1 Recording Legal Opinion ...................................................................................................... 89
2.3.14 Social Services .................................................................................................................................... 90
2.3.14.1 Allotment of plots by Tender ............................................................................................. 91
2.3.15 Health .................................................................................................................................................... 92
2.3.15.1 Health NOCs for Building Occupancy Certificate ....................................................... 93
2.3.16 PAP Rehabilitation ........................................................................................................................... 94
2.3.16.1 Allotment of lands ................................................................................................................... 94
2.3.17 Personnel ............................................................................................................................................. 95
2.3.17.1 Promotion & annual increment ........................................................................................ 96
2.3.17.2 Earned Leave (EL) .................................................................................................................. 98
2.3.17.3 Causal Leave (CL) .................................................................................................................... 99
2.3.17.4 Sick Leave (SL) ....................................................................................................................... 100
2.3.18 Administration ................................................................................................................................. 101
2.3.18.1 RTI Applications .................................................................................................................... 102
2.3.19 Company Secretary ........................................................................................................................ 103
3 Instructions to Bidders .................................................................................................................................... 104

3.1 General......................................................................................................................................................... 104
3.2 Eligibility..................................................................................................................................................... 104
3.3 Examination of RFP Documents........................................................................................................ 106
3.4 Conflict of Interest................................................................................................................................... 106
3.5 Fraud and Corruption............................................................................................................................ 107
3.6 Only One Proposal and One Solution............................................................................................... 107
3.7 Participation of Government Employees....................................................................................... 107
3.8 Compliant Proposals / Completeness of Response.................................................................... 108
3.9 Consortium Conditions......................................................................................................................... 108
3.10 Sub-contracting........................................................................................................................................ 109
3.11 Pre-qualification Criteria...................................................................................................................... 110
3.12 Earnest Money Deposit (EMD)........................................................................................................... 113
3.13 Queries / Clarifications on the RFP.................................................................................................. 113
3.14 Supplementary Information/Corrigendum/Amendment to the RFP................................ 114
3.15 Proposal Preparation Costs................................................................................................................. 114
3.16 CIDCO’s right to terminate the process.......................................................................................... 114
3.17 Non-Disclosure Agreement................................................................................................................. 115
3.18 Modification, Substitution or Withdrawal of Proposals........................................................... 115
3.19 Language of Bids...................................................................................................................................... 115
3.20 Ownership of Solution and Documents Prepared by the Successful Bidder...................115
3.21 Instructions for Online Bid Submission.......................................................................................... 115
3.22 Procedure for Submission of Bids..................................................................................................... 117
3.23 Bid Submission......................................................................................................................................... 117
3.24 Commercial Proposal............................................................................................................................. 118
3.25 Period of Validity of Proposal............................................................................................................. 119
3.26 Correction of Errors in Commercial Proposal.............................................................................. 119
3.27 Prices and Price Information.............................................................................................................. 119
3.28 Discount....................................................................................................................................................... 120
3.29 Conditions under which this RFP is issued................................................................................... 121

3.30 Rights to the Content of the Proposal .............................................................................................. 121
3.31 Non-conforming Proposals .................................................................................................................. 121
3.32 Disqualification ......................................................................................................................................... 122
3.33 Acknowledgement of Understanding of Terms ........................................................................... 123
3.34 CIDCO Site Visit by Bidder .................................................................................................................... 123
3.35 Bid Opening and Proposal Evaluation Process ............................................................................ 123
3.35.1 Bid Opening Sessions .................................................................................................................... 123
3.35.2 Overall Evaluation Process ......................................................................................................... 124
3.35.3 Evaluation of Pre-qualification Proposals ............................................................................ 124
3.35.4 Evaluation of Technical Proposals .......................................................................................... 124
3.35.5 Technical Evaluation Methodology ......................................................................................... 125
3.35.6 Technical Evaluation Criteria .................................................................................................... 126
3.35.7 Detailed Breakup of Marks for Proposed Team ................................................................. 127
3.35.7.1 Project Manager..................................................................................................................... 127
3.35.7.2 Solution Architect (Software) .......................................................................................... 128
3.35.7.3 Solution Architect (Infrastructure and Networking) ............................................. 129
3.35.7.4 Domain Experts ..................................................................................................................... 129
3.35.7.5 Database Administrator ..................................................................................................... 131
3.35.8 Evaluation of Commercial Proposals...................................................................................... 132
3.36 Award of Contract .................................................................................................................................... 132
3.36.1 Award Criteria ................................................................................................................................. 132
3.36.2 Right to accept and to reject any Proposal ........................................................................... 132
3.36.3 Notification of Award .................................................................................................................... 132
3.36.4 Performance Bank Guarantee ................................................................................................... 133
3.36.5 Signing of Contract ......................................................................................................................... 133
3.36.6 Failure to agree with Terms and Conditions of this RFP ............................................... 133
4 Scope of Work...................................................................................................................................................... 134
4.1 Project Objective ....................................................................................................................................... 134
4.1.1 Key Expectations of various Stakeholders ........................................................................... 136

4.1.2 Proposed System Architecture (Indicative) ........................................................................ 138
4.2 As – Is IT status in the CIDCO .............................................................................................................. 140
4.2.1 Network Infrastructure ................................................................................................................ 140
4.2.2 Details of Servers Installed at CIDCO...................................................................................... 143
4.2.2.1 SAP Servers .................................................................................................................................. 143
4.2.2.2 Other Servers ............................................................................................................................... 144
4.2.3 Other IT Infrastructure Available for Re-use ...................................................................... 146
4.2.4 Location-wise Existing Hardware Details ............................................................................ 147
4.3 Overall Scope of Work ............................................................................................................................ 148
4.3.1 SAP ERP Application ..................................................................................................................... 148
4.3.1.1 Business Requirements and Processes Study ................................................................ 148
4.3.1.2 Design and Customization ..................................................................................................... 148
4.3.1.3 Application Database ............................................................................................................... 150
4.3.1.4 Project Work Documentation ............................................................................................... 150
4.3.1.5 File Movement System, Multi-channel Correspondence and Document

Management System .................................................................................................................................... 151
4.3.1.6 Content management system (CMS).................................................................................. 152
4.3.1.7 Unified Communications ........................................................................................................ 153
4.3.1.8 Mail solution ................................................................................................................................ 153
4.3.1.9 Instant Messaging ...................................................................................................................... 158
4.3.1.10 Decision Support System (DSS) ...................................................................................... 158
4.3.1.11 Business Intelligence, Analytics and Reporting solution ...................................... 158
4.3.1.12 SAP Application Testing ..................................................................................................... 159
4.3.1.13 Data Migration........................................................................................................................ 160
4.3.1.14 SAP Application Monitoring & Ensuring Compliance to SLA .............................. 166
4.3.1.15 SAP Application Support Services for 5years post go-live ................................... 166
4.3.1.16 Contingency Plans for Application & Data Recovery ............................................. 167
4.3.1.17 Bugs / Fixes Management ................................................................................................. 167
4.3.1.18 Deliverables ............................................................................................................................. 168

4.3.1.19 Software Change & Version Control .............................................................................. 168
4.3.1.20 User Training .......................................................................................................................... 170
4.3.2 IT Infrastructure at Data Centre, NOC and DR Site ........................................................... 175
4.3.2.1 Overview ....................................................................................................................................... 175
4.3.2.2 Proposed Data Centre Architecture ................................................................................... 177
4.3.2.3 Hardware Infrastructure Sizing ........................................................................................... 179
4.3.2.4 NAINA Project ............................................................................................................................. 186
4.3.2.5 Disaster Recovery ...................................................................................................................... 187
4.3.2.6 Site Preparation .......................................................................................................................... 187
4.3.2.7 Installation, Configuration and Operationalization of IT Infrastructure ............ 189
4.3.2.8 Day-to-day operations and maintenance support ....................................................... 191
4.3.2.9 Information Security ................................................................................................................ 191
4.3.2.10 Business Continuity and Disaster Recovery .............................................................. 192
4.3.3 Facility Management and Centralized Helpdesk ............................................................... 194
4.3.3.1 Facilities Management ............................................................................................................. 194
4.3.3.2 Enterprise Management System ......................................................................................... 195
4.3.3.3 Helpdesk ........................................................................................................................................ 196
4.3.3.4 Site Preparation at Helpdesk ................................................................................................ 197
4.3.3.5 IT Infrastructure at Helpdesk ............................................................................................... 198
4.3.3.6 Application Software at Helpdesk ...................................................................................... 198
4.3.3.7 Helpdesk Operators .................................................................................................................. 199
4.3.3.8 Toll-free Line ............................................................................................................................... 199
4.3.3.9 Helpdesk Capacity ..................................................................................................................... 199
4.3.4 General Requirements .................................................................................................................. 200
4.3.4.1 Project Management from SI................................................................................................. 200
4.3.4.2 Operating Guidelines for Deployed Staff .......................................................................... 201
4.3.4.3 Licensing Requirements ......................................................................................................... 202
4.3.4.4 Warranty and support ............................................................................................................. 202
4.3.4.5 Insurance ....................................................................................................................................... 203

4.3.4.6 Asset Management Services .................................................................................................. 203
4.3.4.7 Reporting Requirements ........................................................................................................ 204
4.3.4.8 Knowledge Transfer ................................................................................................................. 204
4.3.4.9 Others ............................................................................................................................................. 204
4.3.5 Acceptance Testing and Certification ..................................................................................... 206
4.3.5.1 Assessment and acceptance of CIDCO-wide rollout .................................................... 206
4.3.5.2 Adherence to Standards .......................................................................................................... 208
4.3.6 Key Project Deliverables .............................................................................................................. 211
4.3.6.1 Key Project Deliverables ......................................................................................................... 211
4.3.6.2 Acceptance procedure for Deliverables ........................................................................... 213
5 Detailed Service Level Agreements ............................................................................................................ 214
5.1 Definition of Terms .................................................................................................................................. 214
5.2 Service Level Parameters ...................................................................................................................... 216
5.3 Service levels for Helpdesk, Application and System Availability ....................................... 218
5.4 Service levels for Out Bound Call Centre and Integration with External Systems ........ 264
5.5 Service Levels for Roll out of the Project ........................................................................................ 267
5.6 Service Levels for Business Continuity ........................................................................................... 275
5.7 Service Levels for Change Requests and Penalty Applicable ................................................. 277
5.8 Penalty Applicable for non-compliance of Policy/Procedure ............................................... 281
5.9 Penalty Applicable for Breach of Application Security or Compromise of Application

Integrity ...................................................................................................................................................................... 283
5.10 Penalty Applicable for non-compliance of relevant certifications ....................................... 284
5.11 Factors Treated as External ................................................................................................................. 285
6 Project Milestones and Payment Terms ................................................................................................... 286
6.1 Payment Model.......................................................................................................................................... 286
6.2 Milestone-based Payment (45% Payment) ................................................................................... 286
6.3 Quarterly Guaranteed Payment (55% Payment) ........................................................................ 286
6.3.1 Quarterly Payment ......................................................................................................................... 287
6.3.2 Other Fees .......................................................................................................................................... 287

6.3.3 IT related penalties ........................................................................................................................ 287
7 Annexure – 1: Compliance Sheet for Pre-qualification Proposal ................................................... 289
8 Annexure – 2: Request for Clarification .................................................................................................... 291
8.1 Bidders Request for clarification ....................................................................................................... 291
8.2 Format for Furnishing General Information ................................................................................. 292
8.3 Format for Furnishing Incorporation and Business Commencement Details of the
Bidder and Members of the Consortium ....................................................................................................... 293
8.4 Format for Furnishing Information about Lead Member and Other Member of the
Consortium on their Respective Roles and Responsibilities ................................................................ 294
8.5 Format for Consortium Agreement .................................................................................................. 295
9 Annexure 3: Proposal Covering Letter ...................................................................................................... 300
10 Annexure – 4: Formats for Pre-Qualification & Other Requirements .................................... 302
10.1 Declaration of not being banned by the Government of Maharashtra ............................... 302
10.2 Power of Attorney .................................................................................................................................... 304
10.3 No Conflict of Interest ............................................................................................................................ 306
10.4 Consortium Declaration ........................................................................................................................ 308
10.5 Non-Disclosure Agreement .................................................................................................................. 310
10.6 Annual Turnover Format ...................................................................................................................... 313
10.7 Net worth Format .................................................................................................................................... 314
10.8 Details of Experience .............................................................................................................................. 315
10.9 Format for Affidavit ................................................................................................................................. 316
10.10 Particulars of the Bidder .................................................................................................................. 318
10.11 Bank Guarantee for Earnest Money Deposit ............................................................................ 319
10.12 Format for Contact Details............................................................................................................... 321
11 Annexure Formats for Technical Bid .................................................................................................... 322
11.1 Technical Bid Cover Letter ................................................................................................................... 322
11.2 Submission of Technical Proposal..................................................................................................... 325
11.2.1 Technical Proposal Checklist ..................................................................................................... 325
11.2.2 TQ 0: General .................................................................................................................................... 327

11.2.2.1 TQ 0.1: Profile of the Bidder............................................................................................. 327
11.2.2.2 TQ 0.2: Contact Details....................................................................................................... 327
11.2.3 TQ 1: Past Experience of the Bidder....................................................................................... 327
11.2.3.1 TQ 1.1: SAP Implementation Experience.................................................................... 327
11.2.3.2 TQ 1.2: SAP Implementation Experience in Government.................................... 328
11.2.3.3 TQ 1.3: Post Implementation Support Experience in e-Governance Projects .....

328
11.2.3.4 TQ 1.4: Application Experience in relevant Domain (Real Estate Domain) . 329
11.2.3.5 TQ 1.5: SAP Integration Experience.............................................................................. 329
11.2.3.6 TQ 1.6 No. of SAP Professionals...................................................................................... 329
11.2.3.7 TQ 1.7 Client References.................................................................................................... 329
11.2.3.8 TQ 1.8 OEM Undertaking................................................................................................... 330
11.2.4 TQ 2: Approach & Methodology............................................................................................... 330
11.2.4.1 TQ 2.1: Rollout Strategy..................................................................................................... 330
11.2.4.2 TQ 2.2: Solution Design...................................................................................................... 330
11.2.4.3 TQ 2.3: Operations & Maintenance post Rollout...................................................... 330
11.2.4.4 TQ 2.4: Resource Deployment Plan............................................................................... 330
11.2.4.5 TQ 2.5: Work Plan................................................................................................................ 331
11.2.4.6 TQ 2.6: Business Intelligence & Reporting................................................................. 332
11.2.4.7 TQ 2.7: Proposal Presentation......................................................................................... 332
11.2.5 TQ 3: Team Proposed................................................................................................................... 333
11.2.5.1 Undertaking on Key Personnel proposed for the Project.................................... 333
11.3 Technical Proposal Format.................................................................................................................. 334
11.4 Experience Details Format................................................................................................................... 335
11.5 Client References Format..................................................................................................................... 336
11.6 Undertaking from OEM......................................................................................................................... 337
11.7 Resource deployment plan till rollout............................................................................................. 339
11.8 Resource deployment plan after rollout........................................................................................ 341
11.9 Work plan................................................................................................................................................... 343

11.10 Undertaking from key Personnel .................................................................................................. 344
11.11 Format of Proposed Team CV ......................................................................................................... 346
12 Annexure – 6: Formats for Commercial Bid ....................................................................................... 349
12.1 Commercial Proposal Covering Letter ............................................................................................ 349
12.2 Commercial Bid ......................................................................................................................................... 351
13 Annexure: Format for Performance Bank Guarantee .................................................................... 353

Disclaimer
a. City and Industrial Development Corporation of Maharashtra Limited ("CIDCO") has
taken adequate care in the preparation of the Request for Proposal (RFP Document).
Nevertheless the Bidder should satisfy itself that the RFP Document is complete in all
respects. Intimation of any discrepancy shall be given to this office immediately. If no
intimation is received by this office, from any Bidder within five days from the date of
issue of this document, it shall be considered that the issued document, which has been
received by the Bidder, is complete in all respects.
b. Neither CIDCO, nor its employees, consultants, advisors accept any liability or
responsibility for the accuracy or completeness of, nor make any representation or
warranty - express or implied, with respect to the information contained in the RFP
Document, or on which the RFP Document is based, or any other information or
representations supplied or made in connection with the Selection Process.
c. Neither CIDCO nor its employees or consultants will have any liability to any Bidder or
any other person under any law, statute, rules or regulations or otherwise for any loss,
expense or damage which may arise from or be incurred or suffered in connection with
any information contained in this RFP Document, any matter deemed to form part of
this RFP Document, the award of the Project, the information and any other information
supplied by or on behalf of CIDCO or their employees or any consultants or otherwise
arising in any way from the Selection Process for the Project.
d. The RFP Document does not address concerns relating to diverse investment objectives,
financial situation and particular needs of each party. The RFP Document is not intended
to provide the basis for any investment decision and each Bidder must make its / their
own independent assessment in respect of various aspects of the techno-economic
feasibilities of the Project. No person has been authorized by CIDCO to give any
information or to make any representation not contained in the RFP Document.
e. Nothing in the RFP Document is, or should be relied on, as a promise or representation
as to the future. In furnishing the RFP Document, neither CIDCO, nor its employees,
advisors undertake to provide the recipient with access to any additional information or
to update the RFP Document or to correct any perceived inaccuracies therein.
f. CIDCO or its authorized officers / representatives / advisors reserve the right, without
prior notice, to change the procedure for the selection of the Successful Bidder or
terminate discussions and the delivery of information at any time before the signing of
any agreement for the Project, without assigning reasons thereof.

g. CIDCO reserves the right to reject any or all of the Bids submitted in response to the RFP
Document at any stage without assigning any reasons whatsoever. And CIDCO also
reserves the right to change any or all of the provisions of the RFP Document. Such
changes will be intimated to all the Bidders.
h. Upon the receipt of this RFP Document the Bidder acknowledges the terms and
conditions of this RFP Document. CIDCO further reserves the right to change, modify,
add to or alter the selection process including of additional evaluation criteria. Any
change in the selection process shall be intimated to all Bidders.

Glossary
Sr. No. Abbreviation Description
1 BoM Bill of Material
2 CIDCO City and Industrial Development Corporation of Maharashtra Ltd.
3 CRM Customer Relationship Management
4 CUC Controller of Unauthorized Construction
5 EMD Earnest Money Deposit
6 ERP Enterprise Resource Planning
7 FI Finance
8 G2B Government to Business
9 G2G Government to Government
10 GIS Geographical Information system
11 GoM Government of Maharashtra
12 ITB Instructions to Bidders
13 LAN Local Area Network
14 MIS Management Information Systems
15 MM Material Management
16 MSA Master Services Agreement
17 NMSEZ Navi Mumbai Special Economic Zone
18 NOC No Objection Certificate
19 PAP Project Affected Person
20 PBG Performance Bank Guarantee
21 POC Point of Contact

Sr. No. Abbreviation Description
22 PQ Pre-Qualification
23 PS Project Systems
24 RE Real Estate
25 RFP Request for Proposal
26 RTI Right to Information
27 SD Sales and Distribution
28 ToR Terms of Reference
29 ULB Urban Local Bodies
30 WAN Wide Area Network

Key Terms
For the purpose of this RFP, some key terms have been defined as below:
Term Definition
Acceptance of the proposed solution by CIDCO after clearance by the 'Third

Acceptance
Party Assessment and Acceptance Agency deployed by CIDCO.
Auditor Auditor shall mean the Statutory Auditor of a company
This means the documents in their entirety comprising of the pre-

qualification Proposal, Technical and Commercial Proposal, clarifications to
Bid / Proposal
these, technical presentation/ demo submitted by the Bidder, the Bidder
herein, in response to the RFP, and accepted by CIDCO.
Eligible, reputed, qualified IT Agency/Company or Consortium with strong

technical and financial capabilities for design, development,
Bidder
implementation and maintenance of Integrated IT solution who may be
responding to this RFP.
This means any day that is not a Sunday or a public holiday (as declared by
Business Day
Government of Maharashtra).
A business entity is a commercial, corporate and/or other institution that is

Business Entities formed and administered as per law in order to engage in business
activities
This means a partnership or association or a temporary alliance of two or

more business companies or agencies/ entities that are separate legal
entities formed specifically for the purpose of this Project. Both entities in
Consortium the Consortium have a substantive role in the conduct of the planned
Project and do not merely serve as a conduit of funds to other entity.
Consortium excludes any tie-up done with OEMs for the purpose of this
Project.
The time period from date of signing of Contract with selected Bidder till 5
Contract
Years after Go-live of the Project or as further extended by CIDCO.

Term Definition
A period of 24 hours running from midnight to midnight. It means

"calendar day" unless otherwise stated. Where, because of a difference in
Day time zone, the calendar day in one country differs from another country
then the calendar day shall be deemed to be the calendar day applicable to
India.
This refers to the amount to be deposited by the Bidders to CIDCO to

EMD/ Bid Security demonstrate commitment and intention to complete the process of
selection of Bidder for implementation of Integrated IT solution for CIDCO.
The date as declared by CIDCO on which the proposed solution becomes

operational after successful conclusion of all acceptance tests to the
Go-live
satisfaction of CIDCO or as provided in this RFP. Planned date of Go-live is
18 months from the date of signing of Contract.
The Lead Member is the Member who has major stake in the Consortium
and has the authority to conduct all businesses for and on behalf of any and
Lead Member
all the parties during the bidding process and, in the event the of award the
Contract, during contract execution.
Letter of This refers to the letter issued by CIDCO to the successful Bidder indicating
Acceptance its selection as the Bidder for implementation of the Project
The Other Member in the Consortium is the Member who is not the Lead
Other Member
Member of Consortium.
The sum of subscribed and paid up equity and reserves from which shall be
deducted the sum of revaluation reserves, miscellaneous expenditure not
Net-worth
written off and reserves not available for distribution to equity
shareholders.
This means the Request for Proposal released vide Bid document Ref No:
C.A. No. C.A. No. 03/CIDCO/SM/2014-15 dated October 21, 2014,
RFP containing the technical, functional, commercial and operational

specification for the implementation of ERP Solution, issued in 2 Volumes
(referred to as RFP and DRAFT MSA) and including all
clarifications/addendums, explanations and amendments issued by CIDCO

Term Definition
in respect thereof.
Service Level Agreement” (SLA) means Agreement(s) executed by and

SLA between CIDCO and the Bidder for delivering various services as set out in
the MSA.
Process through which the engaged business entity (firm/company) will

design and build computing systems customized to the needs of CIDCO as
System Integration
stated in this RFP by combining communication infrastructure, hardware
and software products.
Implementation Agency means the company with whom the Contract has
been entered into for providing services as specified in this RFP and shall
Implementation be deemed to include the Bidder's successors, partners (in case of
Agency / SI Consortium), representatives (approved by CIDCO), their executors, and
administrators and permitted assigns, as the case may be, unless excluded
by the terms of the Contract.
Value (inclusive of all taxes, levies, duties and charges but exclusive of
Total Contract
service tax) finally agreed between CIDCO and the Bidder for the delivery of
Value/ Contract
Services mentioned in the RFP (after negotiations with the SI); which will
Value
be the maximum value payable to the Bidder for this Project.
The total amount of gross receipts, on account of sales done by the entity in
Turnover the normal course of business, as per the annual report and as adjusted
with any qualifications in the auditors' report.
This means the internal and external users of the System including citizens,
Users business firms/ Suppliers of CIDCO including its offices, government
agencies and their employees, as the context admits or requires.

1 Invitation for Proposal

1. CIDCO hereby invites Proposals from reputed, competent and professional Information
Technology (IT) companies, who meet the minimum eligibility criteria as specified in this
bidding document for the “Selection of System Integrator for Implementation of
Integrated SAP for CIDCO” as detailed in the RFP document.
2. The complete bidding document shall be published on

https://cidco.maharashtra.etenders.in for the purpose of downloading. The downloaded
bidding document shall be considered valid for participation in the electronic bidding
process (e-Procurement/ e-Tendering) subject to the submission of required tender/
bidding document fee in the form of Demand Draft and EMD through Bank Guarantee and in
favour of “CIDCO Ltd” payable at Mumbai/Navi Mumbai and must be submitted physically
as per date and venue mentioned in the RFP, failing which the bid will be summarily
rejected.
3. Bidder is advised to study this RFP document carefully before submitting their proposals in
response to the RFP Notice. Submission of a proposal in response to this notice shall be
deemed to have been done after careful study and examination of this document with full
understanding of its terms, conditions and implications.

1.1 Bidding Schedule

S. No. Item Date & Time (dd.mm.yy/hh.mm)
1. RFP Document Download 22/10/2014 17:00hrs – 02/12/2014

14:00hrs
2. Date, Time and place of pre- bid meeting 03/11/2014, 15:00hrs, Conference Hall,
2nd Floor, CIDCO Bhavan, CBD Belapur,
Navi Mumbai - 400 614
3. Prospective Bidders CIDCO visit to 04/11/2014 11:00hrs

understand the CIDCO Business Processes
in more detail
4. Last date to send in requests for The Bidders are requested to send their
clarifications Pre-bid queries by email to
sm.dc@cidco.maharashtra.gov.in not later
than 05/11/2014 17:00hrs
5. eTendering Process Training 05/11/2014, 15:00hrs, Conference Hall,

2nd Floor, CIDCO Bhavan, CBD Belapur,
6. Release of Supplementary Information/ Will be uploaded on e-Tendering Portal:

Corrigendum / Amendment to the RFP if https://cidco.maharashtra.etenders.in
any Tentatively 18/11/2014
7. Bid Preparation 21/10/2014 17:01hrs – 02/12/2014

14:00hrs
8. Close for Technical Bid 02/12/2014 14:01hrs – 02/12/2014

15:00hrs
9. Close for Financial Bid 02/12/2014 14:01hrs – 02/12/2014

15:00hrs
10. Physical submission of EMD and Demand 02/12/2014 14:00hrs

Draft for Tender fee
Address:
System Manager
CIDCO Ltd, Data Centre, First Floor,
CIDCO Bhavan, CBD Belapur, Navi
Mumbai – 400 614, Contact number: 022-
67918699,Fax: 022-67918166
Email id:
sm.dc@cidco.maharashtra.gov.in
11. Submit the Bid documents online 02/12/2014 15:01hrs – 03/12/2014
14:00hrs
12. Date Time and Place of opening of pre- 05/12/2014 at 15.00hrs, at the
qualification proposals aforementioned address of Pre bid
meeting
13. Financial Bid Opening Will be intimated later to the technically

qualified bidders

2 Introduction
2.1 About CIDCO

City and Industrial Development Corporation of Maharashtra Ltd. (CIDCO) is a premier New
Town Development Authority - developing Navi Mumbai, the project which began in the Yr.
1971. CIDCO was specially set up by the Government of Maharashtra as its fully owned
company to plan and develop Navi Mumbai in a systematic manner.
CIDCO began the city development process with the seed capital and land acquired from the
Project Affected Persons. These acquired land parcels have contributed to creation of city’s road
network, railway corridor/ MRTS, agriculture produce market, office complexes, housing units,
community centres, gardens, playgrounds etc. These facilities and amenities now cater to the
requirement of nearly 20lakh people. The benefits of this development have been shared with
the Project Affected Persons on whose land the project is built. The proposed Navi Mumbai
International Airport will further enhance the accessibility. The Navi Mumbai Special Economic
Zone (NMSEZ) being developed at Dronagiri in southern Navi Mumbai is expected to
tremendously boost the economic activity in this region.
Planned and built by CIDCO, Navi Mumbai has the distinction of being the only city of India that
has featured in the National Geographical Channel’s Super cities of the World Series (2007).
Navi Mumbai, which is considered as the counter magnet to Mumbai, spreads over 344sq.km.
This is being developed as a series of self-contained nodes strung along an efficient Mass
Transport System.
A host of unique projects such as Integrated Seawoods railway station commercial complex,
International Diplomatic Enclave at Airoli, the CIDCO Exhibition Centre at Vashi, Central Park at
Kharghar, Golf course and Country club at Kharghar and the like are expected to catapult Navi
Mumbai on the World map.
CIDCO is a self-sustaining organization, which gets its revenues mainly from selling plots, and
built-up land for different land uses such as residential, commercial, industrial, etc. In some
areas it also manages the functions of a municipal organization.
CIDCO's expertise extends across all disciplines involved in urban development:
a) Architecture & Urban Planning

b) Transportation & Communication
c) Housing & Urban Infrastructure
d) Economics & Finance
e) Marketing & Town Services

CIDCO's in-house teams work closely with:
a) Specialist Consultants for Project Planning & Design

b) Specialist Project Management Consultants for Project Implementation
c) Government Agencies like
i. Railways
ii. State Electricity Utility
iii. MTNL
Navi Mumbai strategically located on the proposed Mumbai Pune ‘Knowledge Corridor’ has
been receiving a lot of thrust with respect to Information Technology. CIDCO, currently, is in the
process of improving efficiency and effectiveness in day-to-day operations by implementing
state-of-the-art technologies and best practices. This initiative will cover the aspects of urban
planning, development and administration in alignment with existing departmental processes
and goals while ensuring a cohesive workflow between departments and collaboration amongst
various stakeholders within and outside the organization.
2.2 Geographical Spread & Various Departments of CIDCO

Since its inception, CIDCO has diversified its working spectrum to accommodate new activities.
The Concept of New Towns and Nodes has evolved manifolds under the competent expertise of
CIDCO to fulfill the following objectives:
Reduction of population overcrowding in core cities:
a) Absorption of emigrants and preventing the emigration of present population by

providing better conditions and new opportunities
b) Setting the industrial pace of the State with the help of balanced urban development
c) Provision of excellent socio-economic facilities, thereby improving the quality of life
New Towns include: New Aurangabad, New Nashik, New Nanded, Vasai – Virar Subregion, Waluj
Mahanagar, Meghdoot – New Nagpur, Chikhaldara Hill Station, Latur Fringe Area, Oros
Sindhudurg, Aurangabad Fringe Area, Khopta, Jalna New Town, NAINA
Nodes in Navi Mumbai include: Airoli, Ghansoli, Koper Khairne, Vashi, Sanpada, Nerul, Belapur,
Kharghar, Kalamboli, Panvel, Ulwe, Dronagiri, Kamothe

2.3 Details of Departments and brief overview of Processes

The Overview and details of activities performed by the various departments is provided below:
2.3.1 Land and Survey
This department undertakes the assessment of Land requirement and conducts a feasibility report. It prepares a Land Source plan to prepare
proposals for various land transfer / Acquisition. It then undertakes land procurement activities to secure the land with consultation with Legal
department for various governing acts and then a plan is laid out for its development and proposed use. It coordinates with various departments
thereafter for planning, approvals, budgets, maintenance, estate, marketing etc. for various steps of the development plan. It also undertakes the
12.5% schemes for project affected people (PAP) to determine their eligibility and allocation activities. PAPs approach the court of law in cases
where they are not willing to sell their land to CIDCO. These cases are called as “Enhancement cases” and are handled by Special Land Officers who
report to the Land and Revenue Commissioner (State Government).

2.3.1.1 Acquisition Process

Start
Land to be acquired shall be identified
Notification will be published in local

newspapers
Claim from PAP s ( Project Affected

People)
Hearing of PAP’s claim by Special Land

Officer
Award will be declared to the Property

owner
CIDCO will credit money in the Bank

Account of the Property Owner
Land is Acquired and Possessed by

CIDCO for Development activities
Stop

2.3.1.2 Allotment of Plot through Lands 12.5% scheme
Start
Layout is approved in
Application for allotment of plot along with the Board meeting
awards document is received by Lands 12.5%
Section
Draw is conducted for
allotment of plots under
Lands 12.5% scheme
Forward the application for verification of
documents and identity of the PAP applicant to
the surveyor Letter of Intent is issued to
the candidates selected in
draw
Verify documents and Proof of Identification
identity of the PAP Indemnity Bond
applicant Affidavit
Request for additional Domicile
documents if required
Check for Court Cases
Encroachments
If the applicant is
Scrutiny of eligibility is No ineligible, then reject
done by CLSO Scrutiny and Final
the application Submission of Files for
approval
Yes
Send eligibility list with Ineligibility can be

details of area to be due to following Approval is provided as per
allotted to planning reasons: Pre- allotment powers:
Devsthan Upto 500 sq mtr – CLSO
Trust Upto 1500 sq mtr – JMD
Planning section checks the availability of plots Organization Above 1500 sq mtr- MD
and provides demarcation of plot area for PAP Industries
Applicants to Lands 12.5% Govt.
Salt Pans A
Absentee Land lord
Continued

A Continued
Allotment of plot after capturing the biometric

details of PAP applicant and legal heirs
Submission of objections if any within 7 days
Agreement to Lease
Lease premium payment
Possession of plot is handed over
Send files to Estate
Tripartite Agreement is done
Stop

2.3.1.3 Process for handling legal suit in Lands 12.5%
Start Advocate provides requested

status report for legal suit to
Assistant Law Officer
Issues objections for purview of
CLSO/ACLSO
Receives the status report and
CLSO/ACLSO forwards the forwards it to concerned officer in
objections received to Assistant Law Lands 12.5%
Officer
Concerned officer attaches the

status report to the respective file
Assistant Law Officer reviews the for future reference
objection received
Stop
Concerned Officer
Checks if there
attaches the objections in
is any legal suit No
the respective file for
in the objection
future reference
Yes
Prepares a request for status report
of legal suit and send it to assigned
Advocate

2.3.1.4 Process for approval and disbursement of enhancement award

Start
Receive Land Decision by
Other
reference committee for
Complete Land PAPS
application and appeal or
acquisition
submit it to Civil File application acquiesce and
process and
court after under section Order of
declare award for
scrutiny 28 within 90 decision
PAP
days of court communicated
Post scrutiny LAR decision in to SLAO for
Sends a demand
is marked to similar section further action
to CIDCO for
District 4 notification
payment of Prepare a
Government
compensation proposal along In appeal cases, obtain certified
Pleader for each
amount through with committee copies of judgment of civil court
land reference Aggrieved by
collector report and file appeal memo and
application decision of
send it through necessary applications and
Receives demand LAO can file
collector & affidavits with the help of
for payment of reference
Defend award of LAO Divisional government pleaders in High
compensation under section
before civil court commissioner Court.
from SLAO and 28A (3) before
(under section to OSD Lands
sends it to CAO civil court.
18/section 28A(3)) by
after verification rebutting
Payment of the evidence Decide

Check if the Assign it to
compensation application for File appeal
case is really fit empanelled
amount to SLAO enhancement independently
Decide LAR and for appeal from Yes lawyer after
under section 28A CIDCO before High
issue order of approval from
Disbursement of (3) against the perspective?
Court
payment to Jt. MD and MD
Compensation order of SLAO and
SLAO
amount to issue order for
respective PAP as payment
No
per awards
Check the
Intimation and proposal of every
Submit Land calculation and A
decision of LAR to SLAO and
reference under make actual
Joint Secretary, Law & Judiciary
section 18 to provision for
along with certified copies
SLAO within 42 payment
days of receiving
compensation Continued

A
Continued
Review the proposal received and

approves the file for enhanced
payment
Sends the approved proposal and

demand draft to OSD Lands
Submit the proposal along with

Demand draft to SLAO
Submit the proposal along with

Demand Draft to Civil
court(Senior Division)
In appeal cases payment is done

against Bank Guarantee and In
acquiesce cases payment is
done without Bank Guarantee
Stop

2.3.2 Planning and Architecture
The department looks after envisioning and planning the project area, developing facility plots, housing for various income groups and regulating
the development of the city. It then follows up actions with various departments for execution and marketing of this plan. The Planning Section is
involved in the preparation of Development Plan, its approval and modification, from time to time. Thereafter, the planning process involves
identification of various projects for fulfilling its objectives, evaluation and preparation of nodal and sector plans, detailing of neighborhood and
cluster plans. The Architecture section looks after the architectural projects such as housing schemes, buildings of social facility, and other buildings
and coordinating with consultants for the same and providing architectural consultancy. CIDCO being the New Town Development Authority is
required to exercise control over the development in the project area under respective sections of the M.R.T.P. Act, 1966
The Planning Section also takes a review of the development policy and its interpretation, impact of new laws and regulations, 12.5% schemes for
project affected people, urban design proposals, consultancy projects and sundry works like preparation of drawings for marketing, execution of
agreements and confirmation of plot dimensions as per site conditions, suggestion of plots and changes in allotment conditions. The Architect has to
perform various activities i.e. site visits, preparation of the Project Report and sketch plan for discussion and taking approval of head of departments
and Sections. The working drawings are sent for structural designing to structural engineer. The marketing agreement drawings are also to be
prepared for the properties to be sold by CIDCO. Other works like organizing presentations, preparing Board notes, attending meetings with
Government officials or Engineering Department etc. are part of job of Architecture Department.

2.3.2.1 Processing of request / queries: post allotment from Estate department

Start
Request received from estate department

regarding change of use , additional FSI
or any other query
Request examined and processed in

Planning dept hierarchy
Feedback/opinion if required taken from

relevant departments
Approval of CP
Approval of Competent authority-land use
change committee
On approval final decision /approval

conveyed to Estate department
Stop
Modification in FSI /land use etc. need to be incorporated in SAP

2.3.2.2 Processing of requests/queries: Post Allotment from Building Permission section

Start
Issue put up by ATPO for advice/decision
Request examined and processed by

subordinate staff in consultation with
ATPO
Feedback/opinion if required taken from

relevant departments
Approval of CP
Approval of Competent authority-land use
change committee
On approval final decision /approval

conveyed to ATPO
Stop

2.3.2.3 Payment to external consultant

Start
Consultant is appointed directly or

through EOI/RFP process or competition
On selection of consultant letter of

appointment given and CIDCO enters
into agreement
Scale of fees to be paid and payment

schedule is indicated in the agreement
On compliance of the services as per

schedule, payment is made in stages as
approved
Vendor ID is created in SAP. Purchase

order created. Part Payment released by
creating service entry sheet
Stop

2.3.2.4 Policy Making/Board Approval

Start
Identification of need for policy

formulation Issues requiring approval of Board note prepared by DP section
Board
Issues requiring approval of Board

Policy made based on government
Approval of Board
directives (GR), public demand/
representation, decided by Planning dept.
Directions given by CP
Procedure of suggestion/,objections
Hearing by designated committee
Policy prepared by section concerned Modified policy submitted to govt for
approval
Feedback taken from department

Approval of Government
concerned and policy finalized
Approval of draft policy by CP and MD of Policy implemented by concerned

CIDCO department
Stop

2.3.2.5 Process for land planning-development and disposal

Start
Final drawing(Layout plan and marketing

Project: Lands to be planned and drawings) are forwarded to various department
Layout approval from competent authority
developed
Stop
Layout forwarded for development works

Base work : Area identified for survey to engineering dept
Other Departments include Lands dep't

12 ½% scheme (lands) RHB
On execution of layout survey requested Marketing CSSO, CHO, Engineering
Feedback request to various department department, Transportation Railway
projects Economics, Legal
Layout prepared based on data received Based on survey final drawings prepared
and preliminary feedback Plot confirmed
Layout modified
SAP Entry is done
based on further feedback

2.3.2.6 Processing of applications
M.D.
Jt. MD
Chief Planner
General Application / Reply to the Applicant
Queries
Add. Chief
Planner
Sr. Planner
Associate
Planner
Feedback if Deputy Planner

required is · Scrutiny of the application with the help of Draftsman
taken from · Discussion and advice sought from HOS and HOD
department · Preparation of reply to the applicant under section
concerned head’s signature as per directives

2.3.2.7 Processing of RTI

RTI
Application
G.M.Admin
Payment to
the Accounts
Reply to the section for
PIO(Planning)
applicant information
PIO(Planning)
Senior Planner
Copy of reply
& application Information is
forwarded to handed over to
department applicant
Associate concerned
Planner If applicant is Appellate authority
not satisfied
with the
Deputy Planner information Hearing held by
· Examine the application received, then appellate with PIO
· Prepare draft reply with he appeals and the applicant
consultation with seniors again
· After getting approval from PIO, put up
fair reply under signature of PIO within Appeal Order
30 days of receiving application issued

2.3.2.8 Processing of application for development permission in Building permission department

Start
Application for development permission is Charges/deposits/fees are worked out

received by ATPO and applicant is intimated
Forward the application to concerned Payment is received by Accounts

officer department
Permission is granted by ATPO & CP

Verification of document is done by
after confirmation of compliances
concerned officer
Proposal is not
If documents Stop
processed and applicant
received are as per No
is asked to provide the
requirement required documents
Yes
Proposal is processed after discussion

with senior officials(ATPO and CP)

2.3.2.9 Appointment of Consultant by Architecture Department

Start
Intimation of development of plot from

Engineering department
Confirmation of plan from planning

department
Appointment of Consultant Architect

through Empanelled or Shortlisted
Architect by conducting open or close
competition
Stop

2.3.3 Engineering
The technical execution of the plans as per layout plan given by Planning department is carried out by the Engineering department. It involves
planning and designing the Roads and Railways, Water supply and sewerage, Storm water and Reclamation and Mass Housing Schemes. It is
responsible for Technical checking of electrical proposals, Coordination with MSEB, Supervision of capital and maintenance works of electrical
section, Kharghar power supply infrastructure. It monitors progress on Projects and has coordination with Accounts and Economics departments.
Structural designing of buildings, bridges etc. is carried out by this section. The frame analysis of the structure under consideration is carried out and
modifications if required by the Architecture section or Site are incorporated. Reclamation of the land is planned based on the site survey which
provides details of the topography of the land, contour survey, dimensions and other attributes. All such details are required while planning for
reclamation and road design. The Water Supply and Sewerage design activity includes planning, designing and execution of water supply and
sewerage projects. This involves billing water charges and requires liaison with other departments.

2.3.3.1 Engineering - Registration of contractor for civil and electrical

Start
Application form submission
Scrutiny of Application form Shortfall in documents
Confidential report from Concerned

department
File submission for approval
Approval from competent authority Deficiency in documents
Payment of balance 50% registration fee
Registration certificate
Stop

2.3.3.2 Identification of a project

Start
Approval of Board of
Directors/competent
Project is accepted
Carry out market study
Project is rejected
WBS element creation
Land Acquisition
Project plan cost
Engg. Survey
Y
N
Project plan cost

If all the three preceding
study are OK?
Stop

2.3.3.3 Formation of Project Team

Start
N Responsible
engineer as per
Project designations are
Identification Status assigned jobs
is OK?
Project
Y Project is rejected Management Execute Project
N
Consultant is without PMC
Engg. Team required?
proposed for the
project Y
Consultant is
appointed
Project Team
N
formed?
Estimate is created
Y
Form Project Team Stop

2.3.3.4 Administrative approval

Start
Project Budget
Process of tendering
Preparation of Stop
estimate
Budget heads and

sub heads (GL
Technical sanction account) are
for project identified
Project cost is Budget is

N
within budget? supplemented
Project is approved

2.3.3.5 Project Planning and monitoring
Start EE confirms duration and RA bill in

measurement book
Bar chart/Gantt chart from

vendor
Delay on account of CIDCO is
documented for analysis/future
reference
Project plan figure in terms of

cost and time
In event of force -de- majeure get

revised project schedule from
N contractor
Gantt chart depicts the N
critical activity along with its
path
Approval of vendor’s
revised schedule
Approval of vendor’s
schedule
Y
EE monitors revised schedule for

Y
progress daily or any specified
time interval
EE monitors progress daily or
any specified time interval
Stop

2.3.3.6 Handing over of project

Start
On Physical completion of project
Engineering department notifies completion &

Handing over of project to the concerned
department
Project is handed Project is handed over to concerned

Y
over? department/outside agency
N
Create watch and ward arrangement and
estimate
Watch and ward agency is appointed
Is budget available? N Supplement the budget
Execute the tender
Stop

2.3.3.7 Registration of vendor for product approval
Start
Application form submission
Vendor product approval

Shortfall in
Scrutiny of Application form
documents
Payment of registration fee

Factory visit report from Concerned officer
Vendor Registration certificate

File submission for approval
Deficiency in Stop
Approval from competent authority
documents

2.3.4 Marketing
The department is responsible for disposal of the plots for residential, commercial, Commercial-cum-residential & other uses through open RFP only.
It also disposes Housing schemes for various income groups through public advertisement. It has to undertake pre-marketing activities to identify
properties and obtain their marketing drawings with consultation from the Planning department. It then confirms demarcation plans and
undertakes site visits and comes up with a suitable marketing strategy. It releases Advertisements in consultation with PRO. Post Marketing
Allotment of the property is done via issuance of allotments letters and receiving the payments thereof wherein pricing of plots is done along with
the Economics department. Execution of Agreement is carried out and possession is handed over to the respective tenant. The files are then
forwarded to the Estate Department for property record and further process of observance of the terms and conditions of the lease agreement /
agreement to sale etc.

2.3.4.1 Allotment of plots (Tendering process)

Start
Planning Marketing Economics
Department drawing Pricing of plots
Department
Draft Scheme Booklet
Approval of the Draft scheme booklet
Approved
Scheme Booklet
Planning Advt. & PRO
Creation of
Department Printing of Department
material
booklets
Sale of Booklets
Collections from the sale go

Sale of Scheme Booklet
to Accounts Department
Submission of tenders
Opening of tenders
Collections from the sale

Acceptance of EMD
go to Accounts Department
Acceptance of offer Legal Verification,

Econ. & Acc. Dept. and
MD’s approval
Letter of allotment
Terms & Conditions and
Payment Schedule
A

Accounts
Receipt of lease premium
Department
NOC for loans

Payments as Payment and
per schedule of DPC (if any) Credit
verification
Completion of payment
Execution of Agreement : Within 30 days of receipt of request letter

from CIDCO
Yes Is No
agreement
executed?
Survey Dept.- Final demarcation of plot (encl. Execution of Agreement: Extension

along with ATL) for specified period on payment of
Variation - 10% to max. of 250 sq. mtr. watch & ward charges
- Increased area may be allotted at
base
rate/rate at which plot is allotted Accounts
Agreement
- Decreased area ; difference in LP Department
Yes execution? No
refunded without any interest.
Payment again routed through SAP Execution of Agreement :Failure to execute
Mkt. Dept. issues copy of ATL for payment of ATL within stipulated/extended period (plot
Stamp Duty
lost) ; Allotment terminated after deducting
Execution of Agreement and handing over plot a certain percentage from lease premium
to Allottee and balance amount refunded
Stop

2.3.4.2 Disposal of plots (without tender process)
Start
Processing of request
Planning Land Economics

Pricing
Department identification Department
Proposal for allotment
Offer letter: Terms & Conditions,

Payment Schedule

Accounts
Department
NOC for loans

verification

from CIDCO
Yes Is No
agreement
executed?

base
Agreement
Yes execution? No
Stamp Duty lost) ; Allotment terminated after deducting
Stop
2.3.4.3 Plots for Co-operative housing societies

Start
Planning Economics
Layout of plots Pricing of plots
Department Department
Important information:
· On completion of terms
Draft Scheme Booklet and conditions of letter of
allotment, marketing
Dept. issues letter to
CHS for execution of
Approval of the Draft scheme booklet agreement
· CHS given 60 days to
complete formalities of
Approved
paying stamp duty and
Scheme Booklet execute the agreement.
· After Agreement is
Advt. &
Planning SAP entry for PRO executed, role of
Printing of
Department plots Department marketing department
booklets ceases and all future
transaction on the said
Scheme publication plot carried out by Estate
Dept.
Application Scrutiny & list of eligible CHS PRO Departmet
Offer letter: Terms & Conditions and Payment

Schedule

Accounts
Department
NOC for loans

verification

from CIDCO
Yes Is No
agreement
executed?

base
Agreement
Yes execution? No
Stamp Duty
lost) ; Allotment terminated after deducting
Stop

2.3.4.4 Allotment of commercial offices-shops by tender
Start
Planning Marketing Economics

Base price
Department drawing Department
Scheme for sale of vacant shops and office shops
Approved Scheme
Advt. &
Planning Creation of PRO
Printing of
Department material Department
booklets
Collections from the

Sale of Scheme Booklet sale go to Accounts
Department
Submission of tenders
Opening of tenders
Collections from the

Acceptance of EMD sale go to Accounts
Department
Terms & Conditions and

Letter of allotment
Payment Schedule

Accounts
Department
NOC for loans

verification

from CIDCO
Is No
Yes agreement
executed?
Execution of Agreement: Extension for specified
period on payment of watch & ward
Payment again routed through SAP charges
Mkt. Dept. issues copy of ATL for
Agreement Accounts
payment of Stamp Duty
execution? Department
Execution of Agreement and handing
over plot to Allottee Yes No Execution of Agreement :Failure to
execute ATL within stipulated/
extended period (plot lost) ; Allotment
terminated after deducting a certain
percentage from lease premium and
balance amount refunded
Stop

2.3.5 Estate
Estate Department is the custodian of all lands and built-up premises and is responsible for all post Agreement functions for the entire lease period
of 60 years. It maintains all the records of the properties disposed by the Corporation and monitors the conditions of the lease. It formulates,
regulates, implements, and controls all policies pertaining to management of the leasehold properties of the Corporation. Further it generates
revenues for the Corporation by collecting Additional Lease Premium, rent, penalties, various fees/ charges etc.
After allotment of Land / constructed premises and execution of respective Agreements by the Marketing Department / Social Services Dept. / Chief
Health Officer/ Lands Department, these files are handed over to concerned Manager (Town Services) for record. Here onwards the role of the
Estate Department begins up till the entire lease period of 60 years. Coordination between Accounts for recovery of charges/lease rent and with the
Legal Department for initiating legal proceedings is undertaken. In case of unauthorized constructions, the CUC department is informed.

2.3.5.1 Estate department activities for Customers who bought plotted premises
Start
Customer file from marketing after sale
Collection of various charges
Approval of building plan by Reminder

No
building permissions letter / penalty
Issue of temporary NOC for water, drainage & Accounts

Electricity Department
Building completion as per

No Reversal of temporary NOC issued
approved plan
Yes
Permanent connection & Issue of Occupancy Accounts
Certificate Department
Permanent connection & Issue of Occupancy

Certificate
Stop

2.3.5.2 Transfer of Ownership

Start
Application booklet obtained from

Marketing department
Application along with documents provided Collect transfer charges
Scrutinize the application and all the related Provide NOC for registration of
enclosures and sends feedback to the OA sale agreement to applicant
Takes necessary action Issue Final Order for the transfer

If there is any legal
Yes to resolve the dispute of ownership after verification of
dispute all documents
No Yes
If all the Stop

documents are as No Notifies the applicant to
provide the required
per requirements
documents

2.3.6 Controller of Unauthorized Construction Department
The CUC Department deals with action against unauthorized development/constructions in contravention of the provisions of the Maharashtra
Regional & Town Planning Act 1966, especially Sections 52 to 55. If any unauthorized constructions/encroachments are observed, then a report to
that effect is made to the CUC where after, the surveyors / draftsmen are deployed to get the details of such unauthorized development viz. location,
survey numbers, plot numbers, dimensions of the unauthorized structure, type of use etc. On receipt of such reports, the ACUC get the notices
prepared under section 53, 54 or 55 as the case may be, and issues the same to the concerned unauthorized constructions. The period for
compliance of the notice is 15/32 days, as prescribed in the MRTP Act 1966. Wherever the persons carrying out the unauthorized constructions fail
to comply with the notices, such unauthorized constructions are included in the list of structures where demolitions are requiring to be carried out.
In addition to the above work, this Department has to deal with a number of court cases.

2.3.6.1 Demolition Activity by CCUC
Start
If the decision is to
Governed by the reject the reply or After notice period is
Complaints received from various
MRTP Act 1966 incase reply to the
CIDCO department based on various No completed court case
survey as well from citizens notice is not is pursued
received
Detailed survey of the encroached

land/unauthorized construction site Yes
is done by CCUC Dept.
CCUC demolishes the
encroachment if not
Notice is issued to the Landowner/ already cleared by the
encroacher after notice Expenses settled
Occupant of encroached land/ through accounts
unauthorized construction period is completed
Reply to the notice may be received

from the person to whom the notice Stop
is issued
After consultation with the concerned

department, a decision is taken to
accept or reject the reply

2.3.7 Transport and Communication
The task of T &C Planning and Communication department is planning, design and execution of Traffic and Transportation Infrastructures as well as
telecommunication system. This department consists of two wings namely; Transportation Planning & Engineering Wing (TP&E Wing) and Civil
Engineering Wing (CE Wing). TP&E Wing is mostly engaged in Planning, Design and Preparation of working drawings for various transportation
infrastructures which are to be executed either by CE Wing of T&C Department or by Engineering Department. TP&E Wing is also involved in
execution of works related to Traffic management such as Traffic Signals, Pavement Markings, Traffic Signs, Operation of Pay & Park Systems at
Truck Terminals & Railway Stations forecourt areas and Telecommunication works. The department is also involved in implementation of Port
Connectivity Project.

2.3.7.1 Process flow for approval of any transport project

Start
Critical examination of inception report,

Identification, formulation and Bidding process with two Stage wise report, Conceptual plan, draft
necessity of project envelope bid system final report submitted by consultant as part
of TEFS/DPR study
Engineering survey, preparing

pre feasibility and GAD of project Selection of bidder
Invitation of suggestions and objections
from various stake holders
Administrative approval for

Making necessary budget and
appointment of Consultant/Agent/
project provision Release of payment as stipulated in
Agency/Consortium
schedule of payment as per the terms and
conditions and stages of progress of work
Process of technical sanction,
Acceptance of Consultant/Agent/
financial concurrence and
Agency/Consortium
administrative approval
Acceptance of final TEFS/DPR report
Invitation of Request for Issue of work order to Consultant/

Qualification (RFQ) Agent/Agency/Consortium
Issue of work completion certificate &
Technical closure of project
Invitation of Request for Proposal Formation of project team with

(RFP) adequate manpower
Stop

2.3.7.2 Certification of Zoning Maps & Authentication of Plot Coordinates for Height NOC through NOCAS system of AAI
Start
Submission of application to
CGM(T&A) in the given format
Check for supporting documents

against checklist:
1.Demarcation plan
2. 3 copies of Zoning Maps
3. Survey Report
Acceptance of application
Certification of site location on Authentication of site co-ordinates

zoning map (Latitude & Longitude of a plot)
Issued by TE(S-I&A)
Stop

2.3.7.3 “NOC” for Utility Trenching Permissions

Start
Submission of Application by agency with requisite

documents
Acceptance of Application
Scrutiny by SE (TEL) for OFC
Joint site inspection to finalize alignment

Submission of Application by
agency with requisite
documents
Approval of Competent Authority
Issue of Demand Note for RI Charges Submission of Application by

agency with requisite
documents
Issue of NOC for agency
Gas pipelines & HT/LT Cables OFC
Submission of work plan by

Scrutiny by ATPO
agency
Payment of development charges

Commencement of work
Issue of development permissions
Submission of workplan by
agency
Commencement of work
Stop

2.3.8 Economics
Navi Mumbai and other new town projects are taken up on self-financing basis by using land as prime source of revenue. So project costing and land
pricing has to be done scientifically to ensure that entire infrastructure development cost is recovered through the sale of land. Economics Section
receives the files/proposals from the sections like Estate Section, Marketing Section, GM (IT & SP)’s Section, M (Rhb)’s Section to work out the Base
Rate, Fixed Rate, Economic Rent and Additional Lease Rent. It is responsible for preparation of Project Report of each Node from time to time. It
ensures fixation of "Reserve Price" of Balance Saleable Land of each Node based on Project Report or as a Marketing Strategy for each year. The
Financial and Economic Viability study of each new Project is undertaken by the department. From time to time it formulates New Land Pricing
Policy. It also fixes Sale Price of CIDCO constructed tenements/shops etc. (based on the Final Completion Cost of Building furnished by Engineering
Section and Plot/B.U. area details furnished by Planning/Architectural Section). It also advises the Management on issues pertaining to land pricing
etc.

2.3.8.1 Fixation of Reserve price

Start
Information from Marketing / Information from

Accounts on Sales made Engineering / Accounts on
during the year Project cost already spent
Information from
Information from Engineering on projects
planning on balance to be executed and their
saleable land budget
Information gathered by Economics

Department from various departments to
prepare financial performance of Node
Revenue is derived from the Cost is derived from the projects

marketing department sales based on NPV method
Surplus / Deficit will be divided by the

balance saleable land
Fixation of reserve price after adding a

marginal profit element
Information to marketing for fixing the

sale prices
Stop

2.3.9 Accounts and Finance Department
Accounts & Finance Department performs three basic functions, viz. Accounting, Finance and Receipt and Payments. Under Accounting it maintains
the books of accounts in accordance with the rules and performs internal check of transactions affecting the receipts and expenditure. The Finance
function is responsible for tendering advice to the Management in all matters involving corporate finance. It compiles and controls budget (including
Treasury operations) in consultation with other departments. The investments of surplus funds are undertaken per the Government of Maharashtra
Directives. It also enables Debt Servicing and ensures no financial irregularities are present in the transactions. The Receipt and Payments function
collects and deposits Receipts. It prepares payment schedule and arranges payment to the Vendors and employees accordingly along with making
payment to the payees. Payroll processing is handled by this department as per the attendance details provided by the personnel department. CIDCO
has its own provident fund trust, which transfers the provident fund to the trust on monthly basis and maintenance of PF register and tallying with
the GL balances.

2.3.9.1 Preparation of Budget for the Corporation
Start
Budget proposal documents is Approval of Board Note from MD

received from all departments in the
month of Feb & Mar
Scrutiny & Compilation of received Intimation to Company Secretary for

proposed budget by Finance Section putting in Board Agenda
Joint meeting of all HODs with MD to Presentation to Board Members

review actual achievement and firming about the Budget for approval
of the proposed estimates
Allocation of Budget to various

Preparation of proposed budget department
Stop
Preparation of Board Note

2.3.9.2 Releasing Payment to Vendor/Contractors/Consultants
Start
Payment advice along with statutory

document from departments is received
Rate and quantity mentioned in Invoice

verified against that specified in tender/
contract agreement
Payment approval sought
Hands over the cheque to the

vendor
Stop

2.3.9.3 Payment verification(sale entry)

Start
Allotment letter and approval file is received by

from Marketing department
AO(Marketing) receives and forwards to AAO
Verifiication of documents and

Calculation of DPC
Verify all payments with banks and return file to

Marketing
Stop

2.3.9.4 Collection of lease rent, rent, services charges and water charges
Start
Bills for collection of services

charges are generated monthly water
charges bi-monthly basis
Bills are distributed to the respective

tenement/ lessee on monthly basis
Bills generated can be paid in mode

of Cash/DD at external agency
counter or at CIDCO Nodal offices
Based on the bill generated collects

services charges, rent, lease rent in
mode of Cash/ DD and manual
receipt is given to citizens
Transfer of collection to finance

department
Stop

2.3.9.5 Accepting RTI Payments
Start
Receives signed challan & DD

from various departments and
verifies documents
and forwards to Cashier
Cashier accepts amount
Issue receipt to RTI Applicant
Submission of DD to bank
Stop

2.3.9.6 Collection of all charges from Estate, Estate 12.5%

Start
Signed challan is received

from Estate/Estate 12.5
department
Verification of documents
Issue manual receipt to

allottee
End of the day submission

of DD to bank
Stop

2.3.9.7 Salary Payment

Start
Attendance is obtained for

processing of salary on monthly
basis for all employees as per list
Provident fund amount is collected by

Verification, calculation of application
salary dept and forwarded to CPF
and processing
Trust on monthly basis
Request for fund position from The CPF amount collected every
Finance department month is kept in fixed deposit to get
interest benefit
Required amount is credited into

CIDCO salary account
Disbursement of salary to account

of respective employee from
CIDCO salary account
Stop

2.3.9.8 CIDCO Provident Fund

Start
Provident fund amount is The CPF amount collected

collected by salary dept and every month is kept in fixed
forwarded to CPF Trust on deposit to get interest
monthly basis benefit
Application is send by M(P)

for processing CPF final
payment of retirement of
employees
Approval provided by CAO/

SrAO/AO
Verification and calculation of

application and processing
Disbursement of CPF
amount, gratuity to account of
respective employee from
CIDCO Provident fund trust
account
Stop

2.3.9.9 Payment of compensation/enhanced compensation for Lands 12.5% scheme

Start
Application for payment of

compensation/enhanced Preparation of cheque in favor of
compensation from OSD lands to SLAO for compensation/enhanced
CAO compensation amount
Approval provided by CAO/ SrAO/AO Cheque is forwarded to OSD lands
Verification, calculation of amount as Stop

approval and information provided by
OSD
Request for fund position from

Finance department(Sr AO)

2.3.9.10 Financial Concurrence for Administrative Approval / Rate & Agency Acceptance
Start
Proposal File is received from

various department for financial
concurrence of Accounts
department
The file is scrutinized and

arithmetic validation of the
proposal is obtained
The proposal is checked and

recommendation for financial
concurrence is provided
File is forwarded to respective

department
Respective Dept send file is

send to JMD/MD/Board for
administrative approval as per
DOP
Stop

2.3.10 Public Relations
The Public Relations Dept. acts as an Interface between the Corporation and the Public at large. It uses the print media, electronic media, internet,
photographs, website, press notes, handouts, information brochures, articles, news and other communication tools to inculcate information about
the Corporation. It also uses different vehicles of modern communication such as In-house journal, exhibitions, cultural interface, as a means to
provide information and strengthen relationship. As a Corporate Communication Dept. of the Corporation, it releases the marketing, corporate, civil
and other notices to attract specific customers. The Public Relations Dept. provides information to its customers, maintains clip bank, data bank,
prepares design layouts for quality information brochures, prepares corporate films, power-point presentation, organizes press visits, press
conferences, releases news and feature articles about the Corporation, its achievements, new projects, organizes interviews of its senior officials
with media, etc.

2.3.10.1 CIDCO Event participation
Start
MD/JMD’s Information about

office event Financial
Accounts
concurrence
Payment process
Proposal
PRO Department
Preparation
MD/JMD’s office Approval Receipt of Invoice
Selected bidders or Tender for setting up

open tender CIDCO stall
Work order release to Process it for Payment

vendor from PRO (SAP Entry, Covers
Letter)
Applicant Receiving of proposal
Stop
Send to AO(Store)
Evaluation by for payment
PRO (Accounts)

2.3.10.2 CIDCO Release of Advertisement
Start
All departments except Concerned department Process it for Payment

Statistics and sends note for (SAP Entry ,Covers
Economics advertisement Letter)
Preparation of design &

layout of advertisement
Send to AO(Store) for

Accounts
payment
Media plan
Stop
Send release order to

publication
Receipt of Invoice &

press clipping

2.3.11 Data Centre
The IT team works closely with most of Departments. Some of the activities spans across supporting daily Department based transactions and tasks
(e.g. processing payroll; maintaining HR data, Calculating taxes for a payroll day; calculating time, leave management; biometric machine
management; PAP student disbursements monitoring; Lands data management and generating MIS reporting etc.). IT team also has development
team who develops / generates and maintain various MIS reports (CFC; Lands, Scanning etc.); custom applications e.g. legal tracking for Lands
12.5%; Estate 3rd party software; Kiosk software; Integrated EDMS; CFC software; Tapaal software etc.
IT Department manages facility management centre that helps CIDCO in resolving day-day networking – PC issues, asset management, server
management, VC management etc. The IT Team is currently gearing up towards SAP implementation by establishing the process of forming IT core
teams across CIDCO’s Departments; reassessing Departments business processes; developing implementation strategies; constitute a Committee for
an overall vision and provide a PMU – Project Management Unit to provide technology related expertise, governance and manage various projects to
build an integrated and one single system across CIDCO.

2.3.11.1 Procurement of Hardware/Software/Network Equipment/ (By Tender)

Start
Market Enuiry of Rate Opening of Financial Bid
Preparation of Comparative
Preparation of Estimate
Statement
Proposal for approval of

Administrative Approval PRO
Agency & Rate
Preparation of Tender Preparation of P.O.
Sale of Tender Booklets Accounts Issue of P.O. to Agency
Opening of Tender Receiving Goods
Updation of Stock Register

Technical Scrutiny
Issue of good to user

Approval of Shortlist agency
Stop

2.3.11.2 Renewal of Annual Maintenance Contract
Start
Willingness
Preparation of Proposal Letter from
Vendor
Approval Process
Performa Invoice
Preparation of P.O.
Preparation of SLA
Issue of P.O
Advice to accounts for Monitoring of Services

releasing payment
Bill from Vendor
Stop
Checking Doc. Eg. BG

2.3.12 Statistics
The department undertakes various surveys and studies as per requirement of CIDCO. It provides benchmark progress of the city and valuable
direction for future planning to help fix the planning norms for physical and social infrastructure and public utilities. It presents development trends,
economic growth, demographic changes, land utilization and market need. It assists the Planning department by providing statistical information
and basic data required at Planning Stage from secondary and primary sources.

2.3.12.1 Survey Outsource Process

Start
Information about the survey
Comparative Statement is given to the respondent through
prepared based on technical bid various news papers, e-
Short List the agencies
communications, etc. to get
cooperation from the respondents
Approval of Management on Comparative Statement will be
the process of short listing prepared of the selected agencies
the agencies for financial bid
Finalization of
Questionnaire by Sr.
Short list agencies a notice Statistician
Financial Concurrence to
may be given in renowned
CAO
newspaper for inviting bids
Monitoring the field work
based on the progress
Finalization of prequalification Work order is given to the report received from the
for inviting technical bid for agencies by Sr. Statistician consultant. Sr. Statistician
the studies and the surveys & SA
The agreement routed
Short list agencies and this through legal department Random checking of filled
list may be renewed after 3 for necessary modifications in questionnaires by Sr.
years Statistician & SA
The draft agreement and
questionnaire (after pilot
Approval of Management to study)finalisation by Sr. Surprise visit to the field
invite the selected agencies Statistician by Sr. Statistician A
for the bid in future (3 years)
Letter for information to

Invite technical and financial Police commissioner Re-confirmation of data
bid from the short listed indicating the area and from the respondent SA &
agencies as per Terms of type of survey Sr. Statistician
Reference

Ensure the complete coverage

of the data SA & Sr. Statistician Soft and hard copy of the
Decision of sale price taken by
report is given to CIDCO
Sr. Statistician based on the
printing cost of the report officials as and when
Data verification, checking and desired by them
cleaning by SA & Sr. obtained from consultant
Statistician
Cover page, table of
Approval on Sale price from content and executive
Formulation of tables and JMD/MD summary of the report is
charts by Sr. Statistician uploaded on website
through the website
As per agreement consultant coordinator
Preparation of layout of report submits requisite printed
by Sr. Statistician copies of the report Findings of survey is
published with the help of
PRO department in
Complementary copies of the
Editing and modification of newspapers/ Nirmiti
reports to all HODs and
draft report SA & Sr. concerned officers (Sr. DO and
Statistician DO), renowned Libraries, Stop
associations, other government
and academic organization
Finalization of report by Sr.
Statistician

2.3.13 Legal
The department gives legal opinion on various legal issues for the purpose of taking administrative decisions referred by the concerned
departments. It appoints a panel of advocates for defending the court cases on behalf of the Corporation. It is involved in preparation / approval of
the written statements / affidavits to be filed in various court matters. Along with Accounts department it manages settlement of professional fees
payable to the advocates. Co-ordination of the court cases with the advocates and the various departments of the Corporation are also managed by
the department.

2.3.13.1 Recording Legal Opinion

Start
Request for legal

All departments
opinion
Recording opinion
by Law officer
File returned to File forwarded to

department MD/ Jt. MD
Stop

2.3.14 Social Services
To meet the social facility needs of people of different community background & to meet their socio-cultural, educational, religious, spiritual, sports
etc. needs, social services department brings in various social facilities in different nodes by formulation/review of policies pertaining to allotment of
various Social Facility plots and disposal of plots as per Navi Mumbai Land Disposal Regulations (Amendment), 2008. The plots are allotted after the
compliance of required formalities & to undertake the same task a team of professionals from social work background are appointed. It also allots
plots for Crematorium, burial grounds to local bodies / Trusts for upkeep and maintenance.

2.3.14.1 Allotment of plots by Tender
Start
Evaluation of applications
Proposal initiation
Opening of financial bids
Economics Base rate

Proposal preparation
department for plots
Management approval on evaluation
report & draft agenda Note
Approval from Management
SFC approval
Preparation and Release of

PRO advertisement Issue of allotment Letter
Payment
made
Refund of EMD through
C. T. Sale of Booklet SAP
At Social Services Section
(SSO), CIDCO Bhavan,
Belapur / Nirmal Office Payment collection
Payment Accounts
verification section
Receipt of applications from Applicants
Forward file to Estate for ATL the

plot
Scrutiny of applications
Stop

2.3.15 Health
This department has been carrying out Public Health activities to provide health and sanitization services to the citizens. It undertakes Malaria &
Vector Control, Allotment of plots for Hospitals, Dog Sterilization, Medical bill scrutiny, Medical Examination of CIDCO employees, Sanitation work,
Garbage collection, transportation & disposal through the ghantagadi, Issuing of Public Health NOC for occupancy certificate for building permission
and controlling problem of Stray animals.

2.3.15.1 Health NOCs for Building Occupancy Certificate

Start
Shortfall from public health point of

Application received in format
view (e.g. overhead/ Underground
water tank clean with proper cover,
site clearance, debris, etc.
Scrutiny of documents
Information about short fall in Rectification at site and Follow up

document
Resubmission of documents
Issue of NOC
Joint visit with owner/ applicant

as per applicant’s convenience Stop
Shortfall from public health

point of view (e.g. overhead/
Underground water tank clean
with proper cover, site
clearance, debris, etc.

2.3.16 PAP Rehabilitation
Rehabilitation Department issues stipend for PAP’s students. It provides computer training for PAP’s (Microsoft office, MS-CIT, C.C. in programming
P.C. Maintenance & Hardware Networking, C.C. in Accounting & Office Automation). Allotment of Land for PAP’s trust for school & colleges,
Community centre, MahilaMandal and Temples is also overlooked by the department. It provides financial aids to construct a school & colleges
established by PAP trust. Activities for the PAP villages are carried out under GIA Scheme and are implemented by engineering department.
2.3.16.1 Allotment of lands

Start
Receipt of Application Public Advertisment PRO
Proposal Receipt of Application from

perspective applicant Issue of Allotment Letter
ARO
Management
Approval
Refund of EMD ARO
Scrutiny & Evaluation of
application by Dept. & Committee
Identification of Plot
and Site visit
Payment collection ARO
Opening financial Bids of
Planning successful applicants by
Section/ Note for confirmation/ manager Rehabilitation
Survey demarcation plan Payment verification by
Accounts
Section accounts section
Economics MD Mgt. & Jt. MD

Base Rate Forward file to Estate for agreement to lease
Department approval on evaluation report
and Draft agenda note the plot ARO
Proposal
Stop
SFC Approval
Management
Approval

2.3.17 Personnel
The functions of the Personnel dept. include Recruitment, leaves, transfers and promotions of employees as per the prevailing rules of the
Corporation. It undertakes Performance appraisal review and processing. The pay fixation is as per Govt. rules. It has to Formulate and implement
employee and welfare policies. It organizes trainings for the employees and maintains all records of the employees. Further it arranges super
annuity payments of the employees retiring from the Corporation. In addition to the above the personnel department also handles all works relating
to the Housekeeping, Security and Fire Department.

2.3.17.1 Promotion & annual increment
2.3.17.1.1 Promotion
Start
MP sends it to Establishment
Employees are intimated of their section
promotion and which Is review Probation
department they have to join in satisfactory? continues
which capacity.
It moves in the following
fashion
Employees have the option to Yes
APO -> FO -> CT (process the
join or not join. If they do not updation of file) -> APO ->
join then the promotion
Accounts
becomes invalid. Employee is confirmed
With this the probation period

Once the employee joins as proof of the employee is noted. To
of joining a joining report has to get confirmed the employee Stop
be submitted to MP has to get good performance
reviews

2.3.17.1.2 Annual Increment

Start
All employees receive an annual

increment which is 3% increase in their
basic and grade pay
Calculation of this is done by the

Establishment section and sent to
accounts
Stop

2.3.17.2 Earned Leave (EL)

Start
A
Employee applies
for leave.
Application form Leave is approved only when
submitted to HOD EL available is more than 15
days.
Leave is approved
Is leave > 5 HOD has authority

No to approve leave Leave sanction order is created.
days ?
4 copies are prepared
(Department HOD, Employee,
Yes Personnel department and
Sends attendance
Accounts)
sheet and leave
Employee approaches sanction order at
Personnel department months end
Application form to MP. Leave sheet and attendance

MP marks it to PO sheet are updated
(Establishment section)/
APO
Stop
Is sufficient
Yes A
EL available?
No
Leave is rejected

2.3.17.3 Causal Leave (CL)
Start
Employee applies for leave.

Application submitted to HOD
(Application is on paper)
Approves leaves and updates

Personnel department
(Establishment section)
APO (Establishment section) verifies

and concerned CT updates leave
card
Stop

2.3.17.4 Sick Leave (SL)

Start
Employee applies for leave.

Application form submitted to HOD
Approves leaves and updates

Personnel department
(Establishment section)
APO (Establishment section) verifies

and concerned CT updates leave
card
Stop

2.3.18 Administration
CIDCO being a Company formed under the Companies Act 1956 and the State Government having fully subscribed its share capital; its functions are
controlled by the Government in Urban Development Department through the Board of Directors. Hence there is a consistent need to effectively
liaison with the Urban Development Department in Mantralaya for many of its functions. This is the primary function of general administration
department. Further this department also liaisons with other Government departments. All letters, correspondence etc. issued to the
Government/Semi Government Bodies / Authorities /Ministers, MPs/MLAs etc. are primarily got approved by the concerned HODs from the JMD or
MD and subsequently issued under the signature of the G.M. (Admin). In addition to the above, this Department coordinates all the work related to
the weekly meeting being conducted by the Hon. Guardian Minister for Thane.

2.3.18.1 RTI Applications
Start
RTI applicant Receipt of applications Janta Darbar
Record of the Application
Forward to respective department
Receiving a copy of the reply from

department, maintaining status of
application
Prepare yearly/ half yearly reports
Stop

2.3.19 Company Secretary
The Department seeks, compiles and provides to the Directors, the agenda for the meetings of the Board of Directors along with notices of the
Annual General Meetings to the shareholders and others. It files returns with the Registrar of Companies and ensure compliance of the statutory
provisions relating to the Companies Act for and on behalf of the Corporation. It is required to maintain / preserve secretarial records under the
Companies Act, 1956. The department advises the Board of Directors and officers of the Corporation on any issues pertaining to the Companies Act,
1956. It executes documents for and on behalf of the Corporation and affix common seal as authorized by the Board, from time to time.

3 Instructions to Bidders
CIDCO will select IT Companies competing as a single entity or as a Consortium in accordance
with the method of selection specified in these ‘Instructions to Bidders’ (ITB) for Selection of
Bidder for Implementation of Integrated SAP for CIDCO. This Request for proposal is open
to all Bidders meeting the pre-qualification criteria of the RFP
3.1 General
a) While every effort has been made to provide comprehensive and accurate background
information and requirements and specifications, Bidders must form their own
conclusions about the solution needed to meet the requirements. Bidders and recipients
of this RFP may wish to consult their own legal advisors in relation to this RFP
b) All information supplied by Bidders may be treated as contractually binding on the

Bidders, on successful award of the assignment by CIDCO on the basis of this RFP
c) No commitment of any kind, contractual or otherwise shall exist unless and until a
formal written contract has been executed by or on behalf of CIDCO. Any notification of
preferred bidder status by CIDCO shall not give rise to any enforceable rights by the
Bidder. CIDCO may cancel this public procurement at any time prior to a formal written
contract being executed by or on behalf of CIDCO
d) This RFP supercedes and replaces any previous public documentation &
communications, and Bidders should place no reliance on such communications
3.2 Eligibility
a) Only Companies that are registered or incorporated in India under Companies Act 1956
are eligible to compete as a single entity or in a Consortium
b) The eligibility of the Company will be adjudged based on the prequalification criteria
mentioned in the RFP document
c) The Financial and Technical credential of the Single Entity /Consortium Partners shall
only be considered for evaluating the proposal
d) The Company should meet the requirement of submission of Bid Security
e) Responsiveness: The Company should have submitted the proposal in accordance with
the guidelines in the Instructions to Bidders along with the following:

Supporting documents to be submitted

# Additional Qualifying Requirement
with the Bid
1. EMD of Rs. 70,00,000/- EMD in the form of Bank Guarantee from

any Nationalized / Scheduled Bank in the
name of CIDCO Ltd. as per format in RFP.
2. The Bidder (All Partners in case of A self-certified letter signed by the Consortium)
should not have been banned Authorized Signatory of the Bidder (for or terminated
from participating in any of Lead Member and for Other Member). Also,
the Tenders by Government of Maharashtra both the Bidders (Lead and Other Member)
as on date of submission of the Bid. Also, should enter into an ‘Integrity Pact’ – copy the
Bidder (Lead Member and Other of the Integrity Pact should be provided, if Member in
case of Consortium) shall not be selected post RFP stage. under a Declaration of
Ineligibility for
Corrupt or Fraudulent Practices with any of
the Government or Public Sector Units.
Government of Maharashtra refers to

Government Departments, Public Sector
Undertakings of the Government, Statutory
Boards formed by the Government, Local
Bodies in the State, Co-operative
Institutions in the State, Universities and
Societies formed by the Government.
3. Power of Attorney in the name of the Power of Attorney, in the name of person
person signing the RFP signing the RFP, authorizing him to submit
/ execute this Agreement as a binding
document.
4. Declaration of no Conflict of Interest Bidder shall furnish an affirmative

statement as to the existence of, absence
of, or potential for conflict of interest on
the part of the Prospective Bidder, due to
prior, current, or proposed contracts,
engagements, or affiliations with the

CIDCO.
5. Consortium Agreement and Declaration (in Bidder shall furnish the Agreement signed
case of Consortium) between the Lead Member and the Other
Member. Bidder shall furnish the
Declaration as per the appended format.
6. Non-Disclosure Agreement Bidder shall submit a Non-Disclosure

Agreement to CIDCO as per the format
appended.
3.3 Examination of RFP Documents

In preparing the Proposal, Bidder is expected to examine in detail the documents comprising
the RFP. Material deficiencies in providing the information requested in the RFP documents
may result in rejection of a Proposal.
3.4 Conflict of Interest

CIDCO requires that Bidder provides professional, objective and impartial advice and at all
times hold the CIDCO’s interests paramount, avoid conflicts with other assignments or their own
corporate interests and act without any consideration for future work. Bidder shall not be
recruited for any assignment that would be in conflict with their prior or current obligations to
other clients, or that may place them in a position of not being able to carry out the assignment
in the best interest of the CIDCO. Without limitation on the generality of the foregoing, Bidder
and any of their associates shall be considered to have a conflict of interest and shall not be
recruited under any of the circumstances set forth below:
a) If there is a conflict among of implementation, operation and maintenance of IT

Integrated Solution assignments, the Bidder (including its personnel and sub-
consultants) and any subsidiaries or entities controlled by such Bidder shall not be
recruited for the this assignment.
A Bidder cannot be recruited to carry out an assignment that, by its nature, will result in conflict
with another assignment of such Bidder. For example, a Bidder engaged to prepare engineering
design for an infrastructure project shall not be recruited to prepare an independent
environmental assessment or to proof check the designs for the same project. Similarly, a
Bidder assisting a client in privatization of public assets shall neither purchase nor advise

purchasers of such assets or a Bidder hired to prepare Terms of Reference for an assignment
shall not be recruited for the assignment in question.
3.5 Fraud and Corruption

The Bidders is required to observe the highest standard of ethics during the procurement and
execution of such contracts. In pursuance of this policy, the following shall apply:
a) For the purpose of this provision, the terms are defined and are set forth as
follows:
i. “Corrupt Practice” means behaviour on the part of officials in the public or private
sectors by which they improperly and unlawfully enrich themselves and/or those
close to them, or induce others to do so, by misusing the position in which they are
placed, and it includes the offering, giving, receiving, or soliciting of anything of
value to influence the action of any such official in the procurement process or in
contract execution
ii. “Fraudulent Practice” means a misrepresentation of facts in order to influence a
procurement process or the execution of a contract to the detriment of the
borrower, and includes collusive practices among bidders (prior to or after bid
submission) designed to establish bid prices at artificial, non-competitive levels and
to deprive the borrower of the benefits of free and open competition
b) CIDCO will reject Proposal for award if it determines that the bidder recommended for
award has engaged in corrupt or fraudulent practices in competing for the contract
c) CIDCO will declare a Company ineligible either indefinitely or for a stated period of time,
to be awarded a contract if it, at any time, determines that the Company has engaged in
corrupt or fraudulent practices in competing for, or in executing, and the assignments
awarded by CIDCO
3.6 Only One Proposal and One Solution

If a Bidder submits or participates in more than one Proposal and / or presents more than one
Solution, such a Bidder shall be disqualified.
3.7 Participation of Government Employees

a) Government employees are not permitted to undertake any assignment without the
approval of the Government as per extant Government rules. In addition, no staff/
relatives of CIDCO staff should be proposed for participation in the assignment

b) In case the Bidder proposes any Government employee as an Expert, the Bidder shall
deploy such personnel within the agreed deployment period and submit the NOC/
approval of the concerned Government Department prior to deployment
3.8 Compliant Proposals / Completeness of Response

a) Bidder is advised to study all instructions, forms, terms, requirements and other
information in the RFP documents carefully. Submission of the bid shall be deemed to
have been done after careful study and examination of the RFP document with full
understanding of its implications.
b) Failure to comply with the requirements of this paragraph may render the Proposal
non-compliant and non-responsive and the Proposal may be rejected. Bidders must:
I. Include all documentation specified in this RFP;
II. Follow the format of this RFP and respond to each element in the order as set out
in this RFP
3.9 Consortium Conditions

The Bidder is allowed to form Consortium subject to the following conditions:
a) The number of Consortium members cannot exceed two, including the Lead Member
b) The Lead Member should have the majority stake in the Consortium; stake being
calculated from the detailed roles and responsibilities defined for the Consortium and as
declared in the RFP document. The value for various services provided would be
verified from the Commercial Proposal after opening of the Commercial Proposal
c) Only the Lead Member will submit the Proposal and sign the Contract with CIDCO
d) The sole responsibility of execution of the Contract would be that of the Lead Member
only
e) Consortium member (Other Member) cannot be a part of more than one Consortium
participating in this Bid. Only one Bid will be allowed from a Consortium arrangement.
The Consortium Member is not allowed to bid individually
f) The rates quoted in the bid are inclusive of all taxes but exclusive of Service Tax. In case
of a Consortium Bid, the Lead Member would need to submit the Consortium Agreement
as per the specified format in the RFP document. The Agreement between the
Consortium members for the Contract should clearly indicate their roles and
responsibility, relationship and details of revenue sharing among the consortium
members. Such Agreement should be prepared on a stamp paper of Rs. 500.00 and is
required to be submitted along with the Pre-qualification Proposal

g) All the signatories of the Consortium Agreement shall be authorized by a Power of

Attorney signed by the respective Managing Director or Board resolution and
authorization letters of Board of Directors of the respective Companies. Such Power of
Attorney documents submitted shall be valid upto date of completion of evaluation of
the Bid
h) Other Member (In case of consortium) shall execute and submit along with the Pre-
qualification Proposal, a registered power of attorney in favour of the Lead Member
which shall inter-alia, authorize the Lead Member to act for and on behalf of such
member of the Consortium and do all acts as may be necessary to or for the
performance under this Contract
i) The Consortium Agreement shall provide the information in respect of the Consortium
members that the Bidder will engage to provide any of the services required in this RFP.
The format is as specified in the RFP.
j) The Consortium Agreement concluded by the Lead Member and Other member should
also be addressed to CIDCO clearly stating that the Agreement is applicable to this
Contract executed out of this RFP and shall be binding on them for the Contract Period.
Notwithstanding the Agreement, the responsibility of completion of job under this
Contract will be with the Lead Member
k) The SI must register the Consortium Agreement within 30 days from the award of
contract
l) CIDCO reserves its right to subject the Consortium members and ALL their personnel
who are to be deployed on this Project to security clearances as it deems necessary
m) The Lead Member shall be solely liable to and responsible for all obligations towards
CIDCO for performance of works/services including that of its Consortium
partners/associates under the contract
3.10 Sub-contracting
Named Subcontractor may be allowed. The details of Subcontractor, along with a copy of the
Agreement / Memorandum of Understanding (without any Commercial terms) shall be
submitted along with the Technical Bid. Core functions like SAP implementation, DC & DR
implementation, Hardware Support cannot be subcontracted. The Subcontractor once named
cannot be changed during the course of the Project. Total value of the subcontractor portion
cannot exceed 20% of Bid Value.

3.11 Pre-qualification Criteria

The minimum eligibility criteria that should be satisfied by the Bidders are mentioned below. The
formats for the Pre-qualification documents are given in the RFP document, unless specified otherwise.
Supporting documents to be
# Criterion
submitted with the Bid
PQ-1 The Bidder (All members in case ofCopy of Certificate of Incorporation

Consortium) should be registered under signed by Authorized Signatory of the
the Companies Act, 1956, on or before Bidder (for both - Lead Member and
31st March 2009 and should haveOther Member).
Registered Offices in India
PQ-2 The Bidder / Lead Member in case of Work orders confirming year and area of
Consortium should be engaged in ITactivity, signed and stamped by
related activities / services for at least Authorized Signatory of the Bidder (for
last 5 years as on 31st March 2014. ITboth - Lead Member and Other Member).
related activities / services should mean
Projects involving Development of
Software Applications, SAP
Implementation, System Integration.
In case of Consortium, the Other Member

should be engaged in IT Infrastructure
related activities / services for at least
last 5 years as on 31st March 2014.
PQ-3 The Bidder / Lead Member in case of Certificate from Authorized person in HR
Consortium must have on its roll IT staff Department of the Bidder (Lead Member
(across offices) of at least 100 SAPin case of Consortium) for exact number
qualified professionals out of which atof professionally qualified Personnel on
least 25 professionals must be certified the rolls of the Company.
PQ-4 The Bidder (Lead Member in case ofAudited Balance Sheet and Profit & Loss
Consortium) should have average annual Account Statement of the Bidder (Lead
turnover of at least Rs. 200 Crores from Member and Other Member in case of
IT Services (Development of SoftwareConsortium) for each of the last 3 audited
Applications, System Integration,financial years FY 10-11, FY 11-12 and FY
providing Networking Support,12-13.
Deployment, Operational and
Maintenance Services for IT
infrastructure, DC etc.) for the last 3 fiscal Certificate duly signed by Statutory
years and a minimum annual turnover Auditor of the Bidder for total turnover
should not be less than Rs. 100 Crores in and turnover from IT services.
any of the last three audited financial
years (FY 11-12, FY 12-13 and FY 13-14).
In case of Consortium, the Other Member

should also have minimum average
annual turnover of at least Rs. 50 Crores

# Criterion
from IT Services (Supply and

Maintenance Services for IT
Infrastructure, etc.) for the last 3 fiscal
years (FY 11-12, FY 12-13 and FY 13-14).
PQ-5 The Bidder (All Members of theCopy of the Audited Balance Sheet of the
Consortium) should have positive NetCompany(s).
Worth as on 31st March 2014.
CA Certificate from Statutory Auditor to
certify the positive Net Worth.
PQ-6 The Lead Member (providing the SAPFor each project:

Application
Development, Customization,Certificate from Client / Statutory
Deployment and MaintenanceAuditor AND
component of Scope of Work) shouldContact details of the client POC (Point of
have experience of development /Contact) for reference checking
customization, implementation and
maintenance of SAP Application of at
least THREE Projects in the last 10 years
(as on Date of Submission of Bid). At least
1 of the 3 Projects should have been
implemented in India in the last 5 years.
PQ-7 The Bidder (Other Member in case ofFor each Project:

Consortium; if applicable) should have
experience of at least THREE SystemCertificate from Client / Statutory
Integration Projects in the last 10 years Auditor AND
(as on Date of Submission of Bid).
Contact details of the Client POC (Point of
I. The Bidder’s Scope of Work inContact) for reference checking.
each of the 3 Projects should also
include at least 1 out of 3 of the
following components:
a) Hardware Procurement,
Deployment,
Commissioning
b) Data Centre or DR Site
setup
c) Operations and
Maintenance of IT
Infrastructure
II. Aggregate value of all 3 Projects
should be at least Rs. 25 Crores
(in case of Projects started
earlier, the value considered for
evaluation will be the total value
of Project delivered during the 10

# Criterion
year period).
III. 1 of the 3 Projects, rollout should
have been completed and
running successfully in India.
PQ-8 The Bidder (Member providingCopy of the Certificate(s) signed and

Hardware and DC, DR Installation,stamped by the Authorized Signatory of
Commissioning and Maintenance related the Bidder (Other Member).
activities in case of Consortium) should
have an active:
- ISO 9001: 2000 or higher quality

Certification
- ISO 20000 / 27001:2005 or higher

Information Security Certification as on
Date of Submission of Bid
PQ-9 The Bidder (Lead Member providing the Copy of the Certificate(s) signed and
SAP Application Development /stamped by the Authorized Signatory of
Customization, Deployment andthe Bidder.
Maintenance of Scope of Work) should
have an active CMMi Level 5 Certification

3.12 Earnest Money Deposit (EMD)

a) Bidders shall submit, along with their bids, EMD of Rs. 70,00,000 /- (Indian Rs. Seventy
Lakhs) only, in the form of a Bank Guarantee issued by any Nationalized/ Scheduled
bank in favour of CIDCO Ltd. In case Bank Guarantee is issued out of Mumbai/Navi
Mumbai then endorsement should be done from local branch of the bank (Refundable).
b) The EMD of all unsuccessful Bidders would be refunded by CIDCO after the selection of
Bidder. The Bid Security, for the amount mentioned above, of the successful Bidder
would be returned upon submission of Performance Bank Guarantee (PBG) for an
amount equal to 10% of Total Contract Value in the format provided in the RFP
c) No interest will be paid by CIDCO on the EMD amount and EMD will be refunded to the
all Bidders (including the successful Bidder) without any accrued interest on it
d) The Bid submitted without EMD, mentioned above, will be summarily rejected
e) The EMD may be forfeited:
i. If a Bidder withdraws its Bid during the period of Bid validity

ii. In case of a successful Bidder, if the Bidder fails to sign the Contract in
accordance with the terms and conditions
3.13 Queries / Clarifications on the RFP

Queries / Request for clarifications on the RFP shall be sent by Bidders through email only in
the format specified in the RFP not later than the date and time specified in the ‘Bidding
Schedule’. All the requests shall be addressed to CIDCO contact person assigned as mentioned in
the ‘Bidding Schedule’. No request for clarification from any Bidder shall be entertained after
the last date and time mentioned in the ‘Bidding Schedule’.
CIDCO will endeavor to provide a complete, accurate, and timely response to all queries /
clarifications to all the Bidders. However, CIDCO shall not make any warranty as to the accuracy
and completeness of responses. The response to the queries will be published on
https://cidco.maharashtra.etenders.in.

3.14 Supplementary Information/Corrigendum/Amendment to the

RFP
a) At any time prior to the deadline (or as extended by CIDCO) for submission of bids,
CIDCO for any reason, whether at its own initiative or in response to clarifications
requested by the Bidder may modify the RFP document by issuing amendment(s) or
issue additional data to clarify an interpretation of the provisions of this RFP. Such
supplements / corrigendum to the RFP issued by CIDCO would be displayed on the e-
Tendering Portal / Website of CIDCO and may additionally also be communicated by e-
mail to the Bidders. Any such supplement / corrigendum / amendment shall be deemed
to be incorporated by this reference into this RFP
b) Any such supplement / corrigendum / amendment will be binding on all the Bidders.
CIDCO will not be responsible for any misinterpretation of the provisions of this Tender
document on account of the Bidders failure to update the Bid documents based on
changes announced through the website
c) In order to allow Bidders a reasonable time to take the supplement / corrigendum /

amendment(s) into account in preparing their bids, CIDCO, at its discretion, may extend
the deadline for the submission of bids
3.15 Proposal Preparation Costs

The Bidder shall be responsible for all costs incurred in connection with participation in the
RFP process, including, but not limited to, costs incurred in conduct of informative and other
diligence activities, participation in meetings/discussions/presentations, preparation of
Proposal, in providing any additional information required by CIDCO to facilitate the evaluation
process, and in negotiating a definitive service Agreement (DRAFT Master Service Agreement
provided in the RFP document ) and all such activities related to the Bid process. This RFP does
not commit CIDCO to award a Contract or to engage in negotiations. Further, no reimbursable
cost may be incurred in anticipation of award of the Contract for implementation of the Project.
3.16 CIDCO’s right to terminate the process

CIDCO makes no commitments, explicit or implicit, that this process will result in a business
transaction with anyone. Further, this RFP does not constitute an offer by CIDCO. The RFP does
not commit CIDCO to enter into a binding Agreement in respect of the Project with the Bidders.

3.17 Non-Disclosure Agreement

The Bidder intending to submit the RFP documents shall submit a Non-Disclosure Agreement to
CIDCO, in the format provided in the RFP document.
3.18 Modification, Substitution or Withdrawal of Proposals

No Proposal may be withdrawn in the interval between the deadline for submission of
Proposals and the expiration of the validity period specified by the CIDCO. Entire Bid Security
may be forfeited if any of the Bidders withdraw their Bid during the validity period.
3.19 Language of Bids

This bid should be submitted in English language only. If any supporting documents submitted
are in any language other than English, then the translation of the same in English language is to
be duly certified by the bidder and submitted with the bid, and English translation shall be
validated at CIDCO’s discretion.
3.20 Ownership of Solution and Documents Prepared by the

Successful Bidder
All plans, specifications, designs, reports, other documents, patent and software including the source
code shall be absolute property of CIDCO. The Successful Bidder shall transfer to the CIDCO all
Intellectual Property Rights in the Software developed. The bidder shall relinquish to the CIDCO
source code of the developed software solution within Five (5) days from the date of acceptance of
the system. The source code supplied to the CIDCO shall at all times be a complete, accurate, and up-
to-date copy corresponding exactly to the current production release of the software. The Successful
Bidder shall not use anywhere, without taking permission, in writing, from the CIDCO and the CIDCO
reserves right to grant or deny any such request.
The Successful Bidder is also expected to own and operate the infrastructure for the entire
duration of the Project and transfer the same to CIDCO at the end of Project / termination of the
Contract; whichever is earlier.
3.21 Instructions for Online Bid Submission

Proposals must be direct, concise, and complete and must be submitted online only. CIDCO will
evaluate the Bidder’s Proposal based on its clarity, relevance and the directness of its response
to the requirements of the Project as outlined in this RFP.
Bidders shall furnish the required information on their Technical and Commercial Proposals in
the enclosed formats only. In case of any deviations in the format Bid will be liable for rejection.

The following points need to be considered while submitting the bids:-
a) Bidders Tool Kit link (detailed Help documents, designed for bidders) has been provided
on e-Tendering website (https://maharashtra.etenders.in/mah/toolkitBidder.asp) in
order to guide through different steps involved during e-Tendering such as online
procedure for tender document purchase, bid preparation, bid submission.
b) If any assistance is required regarding e-Tendering (registration / upload / download)
please contact e-Tendering Help Desk on number: + 91 20 25315555 / +91
9167969614.
c) The tender document is uploaded / released on CIDCO e-Tendering website
https://cidco.maharashtra.etenders.in. Tender document and supporting documents
may be downloaded from above mentioned link. Subsequently, bid has to be prepared
and submitted online ONLY on the e-Tendering portal.
d) Both the Bids (Technical as well as Commercial) shall have to be submitted online.
e) The date and time for online submission shall strictly apply in all cases. The tenderers
should ensure that the tender is prepared online before the expiry of the scheduled date
and time and then submitted online before the expiry of the scheduled date and time. No
delay on account of any cause will be entertained. Bid not submitted online will not be
entertained.
f) In the event of the specified date for the submission of Bids being declared a holiday, the
Bids can be submitted online up to the appointed time on the next working day for
which CIDCO will make necessary provisions.
g) CIDCO may, at its own discretion, extend the date for submission of bids. In such a case
all rights and obligations of CIDCO and the Bidders shall be applicable to the extended
time frame.
h) The Bid submitted as documents, by telex/telegram/fax/Email or any manner other
than specified in point ‘d’ of this section, will not be considered. No correspondence will
be entertained on this matter.
i) Printed terms and conditions of the bidders will not be considered as forming part of
their bid.
j) The amendment will be notified on tendering website
http://cidco.maharashtra.etenders.in. The amendment should be taken into
consideration by the Bidders while preparing their bids.

3.22 Procedure for Submission of Bids

a) To view Tender Notice, Detailed Time Schedule, Tender Document for this Tender and
subsequently download the Tender Document and its supporting documents, kindly
visit following e-Tendering website: http://cidco.maharashtra.etenders.in
b) The Bidders participating first time for e-Tenders on GoM e-tendering portal will have to
complete the Online Registration Process for the e-Tendering portal.
c) All Bidders interested in participating in the on-line e-Tendering process are required to
obtain Class II or Class III Digital Certificates. The tender should be prepared &
submitted online using individual’s digital signature certificate.
d) The interested Bidders will have to make online payment (using credit card/debit
card/net banking/Cash Card) of Rs. 1038/- (inclusive of all taxes) per bid per tender to
online service provider of e-Tendering system at the time of entering online Bid
Submission stage of the tender schedule.
3.23 Bid Submission

a) Submission of bids shall be in accordance to the instructions given in the Table below:
Particulars Instructions
Scanned copy of EMD should be submitted online. Original EMD should be
EMD
submitted (Physical submission only) at the address in the RFP.
Scanned copy of Demand Draft as Bid submission fee should be submitted
Demand Draft online. Demand Draft of Rs.10,500/- (including 5% VAT) from a
(Bid Nationalized/ Scheduled Bank in the name of CIDCO Ltd., payable at
submission fee) Mumbai must be submitted (Physical submission only) at the address in
the RFP.
The Pre-qualification Proposal shall be prepared in accordance with the

Pre-
requirements specified in the RFP and the formats prescribed in the RFP.
qualification
The Pre-qualification Proposal should be submitted through online bid
Proposal
submission process only.
The Technical Proposal shall be prepared in accordance with the

requirements specified in this RFP and the formats are prescribed in the
Technical
RFP.
Proposal
The Technical Proposal should be submitted through online bid submission
process only.

Particulars Instructions
The Commercial Proposal will be submitted only through online bid
process.
Commercial
Proposal
Scanned copy of the Covering Letter of the Commercial Proposal should be
on the letterhead of the Bidder with a seal and signature of the authorized
Signatory of the Bidder.
Note: The front page of the proposal document shall indicate the name and address of the Bidder
agency.
b) CIDCO will not accept delivery of Proposal in any manner other than that specified in
this RFP. Proposal delivered in any other manner shall be treated as defective, invalid
and rejected
c) If any Bidder does not qualify the Pre-qualification criteria stated in the RFP document,
the Technical and Commercial Proposals of the Bidder shall not be opened. Similarly, if
the Bidder does not meet the Technical evaluation criteria, the Commercial Proposal of
the Bidder shall be returned unopened to the Bidder
d) It is required that the all the Bids submitted in response to this RFP should be
unconditional in all respects, failing which CIDCO reserves the right to reject the Bid
3.24 Commercial Proposal

a) Bidders should necessarily give the financial details in the format given in the RFP
document. All the financial details should be given in the prescribed format only and in
accordance to the details and terms and conditions as mentioned in the RFP. The Bidder
is expected to understand the RFP in all respects. In case the SI does not quote for or
provision for any hardware / software / any other expenses required to meet the
requirements of the RFP, he shall be solely responsible for those and would be required
to provide them, without any additional cost to CIDCO
b) The Bidder is expected to price all the items and services proposed in the Technical
Proposal. The Bid should be comprehensive and inclusive for all the services to be
provided by the Bidder as per the scope of his work and must cover the entire Contract
Period
c) CIDCO may seek clarifications from the Bidder on the Technical Proposal. Any of the
clarifications by the Bidder on the Technical Proposal should not have any commercial
implications. The Commercial Proposal submitted by the Bidder should be inclusive of
all the items in the Technical Proposal and should incorporate all the clarifications

provided by the Bidder on the Technical Proposal during the evaluation of the technical
offer
d) Commercial Proposal shall not contain any technical information
3.25 Period of Validity of Proposal

a) The Proposals shall be valid for a period of six (6) months from the date of submission
of Bid. A Proposal valid for a shorter period may be rejected as non-responsive. On
completion of the validity period, unless the Bidder withdraws his Proposal in writing, it
will be deemed to be valid until such time that the Bidder formally (in writing)
withdraws his Proposal
b) In exceptional circumstances, at its discretion, CIDCO may solicit the Bidder's consent
for an extension of the validity period. The request and the responses thereto shall be
made in writing or by email
3.26 Correction of Errors in Commercial Proposal

a) Bidders are advised to exercise adequate care in quoting the prices. No excuse for
corrections in the quoted figures will be entertained after the Commercial Proposals are
received by CIDCO
b) The quoted price shall be corrected for arithmetical errors.
c) In cases of discrepancy between the prices quoted in words and in figures, lower of the
two shall be considered
d) The amount stated in the Commercial Proposal, adjusted in accordance with the above
procedure and shall be considered as binding on the Bidder for evaluation
3.27 Prices and Price Information

a) The Bidder shall quote a price for all the components of the solution that are necessary
to meet the requirements of the RFP
b) All the prices will be in Indian Rupees
c) All prices should be rounded off to the nearest Indian rupees (If the first decimal value is
5 (five) or above it should be rounded up and below 5 (five) should be rounded down
d) The price quoted in the Commercial Proposal shall be the only and maximum payment
payable by CIDCO to the successful Bidder for completion of the contractual obligations
by the successful Bidder under the Contract, subject to the terms of payment and
performance levels specified in this RFP
e) The Total Contract Value should be inclusive of all costs including the costs towards
packing, forwarding, transportation, insurance for the Contract Period, delivery charges,

travel / stay, daily allowance or any other allowances with respect to their staff
deployed for the execution of this Project before or after the award of the Contract
f) The price would be inclusive of all taxes, duties, charges and levies as applicable but
excluding service tax
g) The prices, once offered, must remain fixed and must not be subject to escalation for any
reason whatsoever within the period of the validity of the Proposal and the Contract. No
revision of the Total Contract Value shall be made on account of any variations in costs
of labour and materials, currency exchange fluctuations with international currency or
any other cost component affecting the total cost in fulfilling the obligations under the
Contract. A Proposal submitted with an adjustable price quotation or conditional
Proposal may be rejected as non-responsive
h) Bidder should provide all prices, quantities as per the prescribed format given in the
Commercial Bid format in the RFP document. In case the field is not applicable, Bidder
must indicate “0” (zero) in all such fields. In case the Bidder leaves a cell blank, it will be
taken as “0” (zero)
i) It is mandatory to provide the break-up of all components in the format specified for
detailed Bill- of-Material. The Commercial Proposal should include the unit price and
proposed number of units for each component provided in the Bill-of-Material (BoM)
j) The payments would be made to SI on the basis of the Total Contract value (inclusive of
all taxes, levies, charges and duties but excluding service tax) in the Commercial
Proposal submitted and further negotiations between CIDCO and the successful Bidder
only, subject to the terms of payment and performance levels specified in the Contract.
No additional or separate payment shall be made for services that are to be delivered by
the Bidder as part of his scope of work for this Project
k) All costs incurred due to delay of any sort, which is attributable to the Bidder, shall be
borne by the Bidder
3.28 Discount
The Bidders are advised not to offer any separate discount. Discount, if any, should be merged
with the quoted prices. Discount of any type, indicated separately, will not be taken into account
for evaluation purpose. However, in the event of such an offer, without considering discount, is
found to be the lowest, CIDCO shall avail such discount at the time of award of Contract. For
future purposes, Unit prices of all individual components will be discounted accordingly (by the
overall discount % in case overall discount % is given or by the individual component discount
% in case item wise discount given) to arrive at component-wise unit prices.

3.29 Conditions under which this RFP is issued

a) This RFP is not an offer and is issued with no commitment. CIDCO reserves the right to
withdraw the RFP and change or vary any part thereof at any stage. CIDCO also reserves
the right to disqualify any Bidder should it be so necessary at any stage
b) Timing and sequence of events resulting from this RFP shall ultimately be determined
by CIDCO
c) No oral conversations or agreements with any official, agent, or employee of CIDCO shall
affect or modify any terms of this RFP and any alleged verbal Agreement or
arrangement made by a Bidder with any CIDCO, agency, official or employee of CIDCO
shall be superseded by the definitive Agreement that results from this RFP process.
Verbal communications by CIDCO to Bidders shall not be considered binding on it, nor
shall any written materials provided by any person other than CIDCO
d) Neither the Bidder nor any of the Bidder’s representatives shall have any claims
whatsoever against CIDCO or any of their respective officials, agents, or employees
arising out of or relating to this RFP or these procedures (other than those arising under
a definitive service Agreement with the Bidder in accordance with the terms thereof)
e) Until the Contract is awarded and during the currency of the Contract, Bidders shall not,
directly or indirectly, solicit any employee of CIDCO to leave CIDCO or any other officials
involved in this RFP process in order to accept employment with the Bidder, or any
person acting in concert with the Bidder, without prior written approval of CIDCO
3.30 Rights to the Content of the Proposal

All Proposals and accompanying documentation of the Technical Proposal will become the
property of CIDCO. CIDCO is not restricted in its rights to use or disclose any or all of the
information contained in the Proposal and can do so without compensation to the Bidders.
CIDCO shall not be bound by any language in the Proposal indicating the confidentiality of the
Proposal or any other restriction on its use or disclosure.
3.31 Non-conforming Proposals

A Proposal may be construed as a non-conforming Proposal and ineligible for consideration:
a) If it does not comply with the requirements of this RFP

b) If the Proposal does not follow the formats requested in this RFP or do not appear to
address the particular requirements of CIDCO

3.32 Disqualification
The Proposal is liable to be disqualified in the following cases or in case the Bidder fails to meet
the bidding requirements as indicated in this RFP:
a) Proposal not submitted in accordance with the procedure and formats prescribed in this
document or treated as non-conforming Proposal
b) During validity of the Proposal, or its extended period, if any, the Bidder increases his
quoted prices
c) The Bidder qualifies the Proposal with his own conditions
d) Proposal is received in incomplete form
e) Proposal is not accompanied by all the requisite documents
f) Proposal is not accompanied by the EMD
g) If the Bidder provides quotation only for a part of the Project
h) Information submitted in Technical Proposal is found to be misrepresented, incorrect or
false, accidentally, unwittingly or otherwise, at any time during the processing of the
Contract (no matter at what stage) or during the tenure of the Contract including the
extension period, if any
i) Commercial Proposal if enclosed with the Technical Proposal
j) Bidder tries to influence the Proposal evaluation process by unlawful / corrupt /
fraudulent means at any point of time during the Bid process
k) In case any one Bidder submits multiple Proposals or if common interests are found in
two or more Bidders, the Bidders are likely to be disqualified, unless additional
Proposals/Bidders are withdrawn upon notice immediately
l) While evaluating the Proposals, if it comes to CIDCO’s knowledge expressly or implied,
that some Bidders may have colluded in any manner whatsoever or otherwise joined to
form an alliance resulting in delaying the processing of Proposal then the Bidders so
involved are liable to be disqualified for this Contract as well as for a further period of
three years from participation in any of the RFPs floated by CIDCO
m) If the Bid Security, Pre-qualification Proposal, Technical Proposal contain any
information on price, pricing policy, pricing mechanism or any information indicative of
the commercial aspects of the Bid
n) Bidder fails to deposit the Performance Bank Guarantee (PBG) within 15 days or fails to
enter into a Contract within 30 Business Days of the date of issue of Letter of Acceptance
or within such extended period, as may be specified by CIDCO

3.33 Acknowledgement of Understanding of Terms

By submitting a Proposal, each Bidder shall be deemed to acknowledge that all sections of this
RFP, including all forms, schedules, annexure, corrigendum and addendums (if any) hereto, has
been carefully read and has been fully informed as to all existing conditions and limitations.
3.34 CIDCO Site Visit by Bidder

The Bidder may visit and examine any of the offices of CIDCO at a time to be agreed with CIDCO
and obtain all information on the existing processes and functioning of CIDCO that may be
necessary for preparing the Bid document. The Bidder may carry out this site visit as per the
date and time specified in Bid schedule. The visit may not be used to raise questions or seek
clarification on the RFP. The cost of such visits to the site (s) shall be at the Bidder's own
expense.
3.35 Bid Opening and Proposal Evaluation Process
3.35.1 Bid Opening Sessions
a) Bid opening will be conducted in two stage

b) The Bid submitted without EMD, will be summarily rejected. Only those Bid for which
EMD is received will be eligible for opening
c) Total transparency will be observed and ensured while opening the Proposals/Bids
d) CIDCO reserves the rights at all times to postpone or cancel a scheduled Bid opening
e) In the first stage, Pre-qualification Proposals would be opened. The EMD of the Bidders
will be opened on the same day and time, on which the Pre-qualification Proposal is
opened, and bids not accompanied with the requisite EMD or whose EMD is not in order
shall be rejected. Technical Proposals of Bidders who pass the Pre-qualification criteria
will be opened
f) In the second stage, Commercial Proposal of those Bidders whose Technical Proposals
qualify, would be opened. All Bids would be opened in the presence of Bidders’
representatives who choose to attend the Bid opening sessions on the specified date,
time and address
g) The Bidders’ representatives who are present shall sign a register evidencing their
attendance. In the event of the specified date of Bid opening being declared a holiday for
CIDCO, the bids shall be opened at the same time and location on the next working day.
In addition to that, if there representative of the Bidder remains absent, CIDCO will
continue process and open the bids of the all bidders

h) During Bid opening, preliminary scrutiny of the Bid documents will be made to
determine whether they are complete, whether required Bid Security has been
furnished, whether the Documents have been properly signed, and whether the bids are
generally in order. Bids not conforming to such preliminary requirements will be prima
facie rejected. CIDCO has the right to reject the bid after due diligence is done
3.35.2 Overall Evaluation Process
a) The Tender Evaluation Committee constituted by the CIDCO shall evaluate the bids
b) The Tender Evaluation Committee will review the Pre-qualification Proposal of the
Bidders to determine whether the requirements as mentioned in the RFP are met.
Incomplete or partial Proposals are liable for disqualification. All those Bidders whose
Pre-qualification Proposal meets the requirements would be selected for opening of the
Technical Proposal
c) The Tender Evaluation Committee shall review the Technical Proposal of the pre-
qualified Bidders to determine whether the Technical Proposals are substantially
responsive. Bids that are not substantially responsive shall be disqualified and the
Tender Evaluation Committee reserves the right to seek clarification if required
d) The Tender Evaluation Committee shall assign a Technical score to the Bidders based on
the Technical evaluation criteria detailed in the RFP. The Bidder with a technical score
above the threshold as specified in the RFP shall technically qualify for the commercial
evaluation stage
3.35.3 Evaluation of Pre-qualification Proposals
a) Bidders, whose EMD and RFP Document Fees are found in order, shall be considered for
Pre-Qualification criteria evaluation
b) Bidder shall be evaluated as per prequalification criteria mentioned in the RFP. The
bidders who fulfil all the Pre-Qualification criteria will qualify for further Technical
Evaluation
3.35.4 Evaluation of Technical Proposals
The evaluation of the Technical Proposals will be carried out in the following manner:
c) The Bidders' technical solution will be evaluated as per the requirements and evaluation
criteria as spelt out in the RFP document. The Bidders are required to submit all
required documentation in support of the evaluation criteria specified (e.g. detailed

Project citations and completion certificates, client contact information for verification,
profiles of Project resources and all others) as required for technical evaluation
d) Proposal Presentations: The Tender Evaluation Committee may invite each qualified
Bidder to make a presentation to CIDCO at a date, time and venue decided by CIDCO.
The purpose of such presentations would be to allow the Bidders to present their
proposed solutions to the Committee and orchestrate the key points in their Proposals
e) The Bidder should cover scope of work, complexity of implementation, end to end
integration methodology and critical success factor as specified in the evaluation section
f) At any time during the tender evaluation process, the Committee may seek verbal /
written clarifications from the Bidders. The primary function of clarifications in the
evaluation process is to clarify ambiguities and uncertainties arising out of the
evaluation of the Bid documents. Verbal / Written clarifications provide the opportunity
for the Committee to state its requirements clearly and for the Bidder to more clearly
state its Proposal. The Committee may seek inputs from their professional and technical
experts in the evaluation process
g) CIDCO reserves the right to do a reference check of the past experience stated by the
Bidder. Any feedback received during the reference check shall be taken into account
during the Technical evaluation process
3.35.5 Technical Evaluation Methodology
a) Each Technical Proposal will be assigned a technical score out of a maximum of 100
points
b) In order to qualify for the opening of Commercial proposal, the Bidder must get a
minimum overall technical score of 75 (Seventy Five)
c) The Commercial Proposals of Bidders who do not qualify technically shall be kept
unopened in the e-Tendering system.
d) The Committee shall indicate to all the Bidders the results of the technical evaluation
through a written communication. The technical scores of the Bidders will be
announced prior to the opening of the Commercial Proposals
e) The technically shortlisted Bidders will be informed of the date and venue of the
opening of the Commercial Proposals through email or written communication

3.35.6 Technical Evaluation Criteria
Sr. No. Criterion Marks

1 Project Experience 40
1.1 Experience of one SAP Implementation Project (including 15
Implementation, Infrastructure and Support) with value of minimum Rs.
5 Cr. in Organization:
Project of value Rs. 5 to Rs. 10 Crore 5
1.2 Experience of one SAP implementation Project (including 5

Implementation, Infrastructure and Support) in Govt. Organization
1.3 Experience of providing Post Implementation Support Services for e- 5

Governance Projects at any Govt. Organization for a period of 3 years.
One Marks per project. Maximum of 5 projects will be considered.
1.4 Experience of working on SAP RE (Real Estate) Implementation Project 5

(India or Global Implementation. Include a detailed case study as well)
Land and Estate related processes – 2.5 marks
Integration of SAP with other modules – 2.5 marks
1.5 Integration of SAP with other modules and any other workflows (SAP/ 5
External)
1.6 The Bidder / Lead Member in case of Consortium must have on its roll IT 5
staff (across offices) of at least 15 professionals must be SAP certified
25 - 50 professionals 2.5
>50 professionals 5
2 Approach & Methodology 20

2.1 Solution Methodology, Solution Design, Support and Training Model 10
Marks will be awarded based on details of Solution including:
Solution methodology detailing implementation project plan, Integration

aspects, data migration plan etc. (2.5 Marks)
Overall system architecture (1.5 Marks)
Application architecture (1.5 Marks)
Security architecture (1.5 Marks)
Support model (1.5 Marks)
Training model (1.5 Marks)
2.2 Proposal Presentation 10

The Bidders presentation should cover their understanding of the
Project, Proposed SAP solution (Implementation & Support), DC – DR

Sr. No. Criterion Marks

Strategy (implementation, security architecture & Support), Mechanism
& Standards identified and adopted for integration, interfaces,
information sharing with internal and external systems such as CFC,
Banks, UID, eOffice, GIS etc., SLA Monitoring and Reporting mechanism
and Training and Capacity Building approach.
3 Team Proposed 40
3.1 Project Manager 5
3.2 Solution Architect (Software) 5
3.3 Solution Architect (Infrastructure and Networking) 5
3.4 Domain Experts with relevant experience 20
Below are the 7 modules to be implemented in SAP:
a) Finance & Controlling (FICO) (3 Marks)
b) Material Management (MM) (2 Marks)
c) Project Systems (PS) (3 Marks)
d) Quality Management (QM) (3 Marks)
e) Sales & Distribution (SD) (2 Marks)
f) Human Resources (HR) (2 Marks)
g) Real Estate (RE) (5 Marks)
3.5 Database Administrator with relevant OEM certifications 5
Total Marks 100
3.35.7 Detailed Breakup of Marks for Proposed Team
3.35.7.1 Project Manager

a) Educational Qualifications: 10% of maximum marks (0.5 mark)
i. MBA or Equivalent post graduate in management : 0.5 mark
ii. Any of the degrees in B.E./ B.Tech / MCA: 0.25 mark
b) Experience with Government Sector: 20% of maximum marks (1 mark)
i. 3 years or more experience with Government Sector : 1 mark
ii. Less than 3 years of experience with Government Sector as on date of submission of Bid:
Marks would be awarded on a pro-rated basis
For example, a Project Manager with 1.5 years’ experience would get 1*1.5/3 = 0.5 mark
c) Relevant years of experience: 20% of maximum marks (1 mark)
i. Atleast 10 years of relevant experience as on date of submission of Bid
ii. 15 years and above of relevant experience: 1 marks
iii. 10 but less than 15 years of relevant experience as on date of submission of Bid:
Marks would be awarded on a pro-rated basis

d) Relevant experience as Project Manager in managing and implementing large multi-

location IT turnkey Projects involving heterogeneous components. 50% of maximum marks
(2.5 Marks)
i. Relevant experience of at least 4 completed Projects as on date of submission of Bid:
2.5 Marks
ii. Less than 4 completed Projects as on date of submission of Bid: Marks would
be awarded on a pro-rated basis (a project being considered as a whole only)
For example, a Project Manager with 2 completed Projects would get 2.5 * 2 / 4 =
1.25 marks
3.35.7.2 Solution Architect (Software)

a) Educational Qualifications: 10% of maximum marks (0.5 marks)
i. M.Tech Systems/ M.Tech IT and any of the degrees in B.E. IT/ B.E. Computer Science
/B.Tech IT/ B.Tech Computer Science / MCA : 0.5 marks
ii. M.Tech Systems/ M.Tech IT or any of the degrees in B.E. IT/ B.E. Computer Science
b) Relevant product/ architecture certifications: 20% of maximum marks (1 mark)
Relevant product/ architecture certifications: 1 mark
c) Relevant years of experience as on date of submission of Bid: 20% of maximum marks
(1 mark)
i. Minimum 4 years of experience
ii. 8 years of relevant experience as on date of submission of Bid: 1 mark
iii. 4 but less than 8 years of relevant experience as on date of submission of Bid: Marks
would be awarded marks on a pro-rated basis
For example, a Solution Architect with 6 years of experience as on date of submission of
Bid would get 1 * 6 / 8 = 0.75 marks
d) Relevant experience in design and architecting large web-based transactional systems
involving delivery of citizen services from multiple locations especially similar
systems such as Real Estate Management: 50% of maximum marks (2.5 marks)
i. Minimum two completed projects
ii. Relevant experience of 4 completed Projects or above as on date of submission of Bid:
2.5 marks
> 1 but less than 4 completed Projects as on date of submission of Bid: Marks would be awarded
marks on a pro-rated basis. For example, a Solution Architect with 2 completed Projects as on
date of submission of Bid would get 2.5 * 2 / 4 = 1.25 marks

3.35.7.3 Solution Architect (Infrastructure and Networking)

ii. M.Tech Systems/ M.Tech IT or any of the degrees in B.E. IT/ B.E. Computer Science
b) Relevant OEM certifications: 20% of maximum marks (1 mark)
Relevant OEM certifications: 1 mark
(1 mark)
i. Minimum 4 years of experience
ii. 8 years of relevant experience as on date of submission of Bid: 1 mark
iii. > 4 but less than 8 years of relevant experience as on date of submission of Bid:
Marks would be awarded marks on a pro-rated basis
For example, a Solution Architect with 6 years of experience as on date of submission
of Bid would get 1 * 6 / 8 = 0.75 marks
i. Minimum two completed projects
ii. Relevant experience of 4 completed Projects or above as on date of submission of Bid:
2.5 marks
iii. >1 but less than 4 completed Projects as on date of submission of Bid: Marks would be
awarded marks on a pro-rated basis. For example, a Solution Architect with 2 completed
Projects as on date of submission of Bid would get 2.5 * 2 / 4 = 1.25 marks
3.35.7.4 Domain Experts

Below are the 7 modules to be implemented in SAP
a) Finance & Controlling (FICO) (3 Marks)

b) Material Management (MM) (2 Marks)
c) Project Systems (PS) (3 Marks)
d) Quality Management (QM) (3 Marks)
e) Sales & Distribution (SD) (2 Marks)
f) Real Estate (RE) (5 Marks)
g) HCM Processes like Payroll, Time Mgmt. ESS etc. (2 Marks)

The criteria mentioned below will be used for evaluating Real Estate (RE) Domain Expert : 5
marks
i. Relevant years of experience of SAP RE Module : 50% of maximum marks (2.5

marks) Minimum 4 years of experience.
ii. 8 years of relevant experience as on date of submission of Bid: 2.5 marks
iii. > 4 but less than 8 years of relevant experience as on date of submission of Bid: Marks
would be awarded marks on a pro-rated basis.
For example, a Domain expert with 4 years of experience as on date of submission of
Bid would get 2.5 * 4 / 8 = 1.25 marks
a) Relevant experience of SAP Modules, implementing / supporting implementation of
IT projects in domain: 50% of maximum marks (2.5 marks)
i. Atleast 2 completed Projects as on date of submission of Bid: 2.5 marks (2.5*7=17.5
marks)
ii. Less than 2 completed Projects as on date of submission of Bid: Marks would
be awarded marks on a pro-rated basis
For example, a Domain Expert with 1 completed Projects would get 2.5 * 1 / 2 = 1.25
marks.
The criteria mentioned below will be used for evaluating Finance & Controlling (FICO), Project
Systems (PS) and Quality Management (QM) Domain Expert : 3 marks
i. Relevant years of experience of SAP Module : 50% of maximum marks (1.5 marks)
Minimum 4 years of experience.
ii. 8 years of relevant experience as on date of submission of Bid: 1.5 marks
iii. > 4 but less than 8 years of relevant experience as on date of submission of Bid: Marks
Bid would get 1.5 * 4 / 8 = 0.75 mark
b) Relevant experience of SAP Modules, implementing / supporting implementation of
IT projects in domain: 50% of maximum marks (1.5 marks)
i. Atleast 2 completed Projects as on date of submission of Bid: 1.5 marks
ii. Less than 2 completed Projects as on date of submission of Bid: Marks would be
awarded marks on a pro-rated basis
For example, a Domain Expert with 1 completed Projects would get 1.5 * 1 / 2 = 0.75
mark.

The criteria mentioned below will be used for evaluating Material Management (MM), Sales and
Distribution (SD) and Human Capital Management (HCM) Domain Expert : 2 marks
iv. Relevant years of experience of SAP Module : 50% of maximum marks (1 mark)
Minimum 4 years of experience.
v. 8 years of relevant experience as on date of submission of Bid: 1 mark
vi. > 4 but less than 8 years of relevant experience as on date of submission of Bid: Marks
Bid would get 1 * 4 / 8 = 0.50 mark
c) Relevant experience of SAP Modules, implementing / supporting implementation of
IT projects in domain: 50% of maximum marks (1 mark)
iii. Atleast 2 completed Projects as on date of submission of Bid: 1 mark
iv. Less than 2 completed Projects as on date of submission of Bid: Marks would be
awarded marks on a pro-rated basis
For example, a Domain Expert with 1 completed Projects would get 1 * 1 / 2 = 0.5 mark.
3.35.7.5 Database Administrator

ii. M.Tech Systems/ M.Tech IT or any of the degrees in B.E. IT/ B.E. Computer
Science /B.Tech IT/ B.Tech Computer Science / MCA : 0.25 marks
b) Relevant OEM certifications: 20% of maximum marks (1 mark)
Relevant OEM certifications: 1 mark
(1 mark)
I. Minimum 4 years of experience
II. 8 years of relevant experience as on date of submission of Bid: 1 mark
III. > 4 but less than 8 years of relevant experience as on date of submission of Bid:
Marks would be awarded marks on a pro-rated basis.
For example, a Solution Architect with 6 years of experience as on date of submission of
Bid would get 1 * 6 / 8 = 0.75 marks
I. Minimum two completed projects

II. Relevant experience of 4 completed Projects or above as on date of submission of Bid:

2.5 marks
III. >1 but less than 4 completed Projects as on date of submission of Bid: Marks would
be awarded marks on a pro-rated basis
For example, a Solution Architect with 2 completed Projects as on date of submission
of Bid would get 2.5 * 2 / 4 = 1.25 marks
3.35.8 Evaluation of Commercial Proposals
The Commercial Proposal of only the technically qualified Bidders will be opened for evaluation.
Of all the Commercial Proposals opened, the Bidder whose commercial bid is lowest (hereby
referred to as L1 Bidder) will be considered eligible for negotiations and award of contract after
the negotiations.
In order to qualify for the opening of Commercial proposal, the Bidder must get a minimum
overall technical score of 75 (Seventy Five)
3.36 Award of Contract

3.36.1 Award Criteria
Post the evaluation process indicated above, CIDCO will award the Contract to the Bidder whose
Proposal has been determined to be technically responsive to the requirements of the RFP and
financially the lowest price, hereby referred to as the ‘Successful Bidder’.
3.36.2 Right to accept and to reject any Proposal
CIDCO reserves the right to accept or reject any Proposal, and to annul the tendering process
and reject all Proposals at any time prior to award of Contract, without thereby incurring any
liability to the affected Bidder or Bidders or any obligation to inform the affected Bidder or
Bidders of the grounds for CIDCO’s action.
3.36.3 Notification of Award
Prior to the expiration of the validity period, CIDCO will notify the Successful Bidder that its
Proposal has been accepted by issuance of a Letter of Acceptance in writing or through email.
Until a formal contract is prepared and executed, Letter of Acceptance shall constitute a binding
Contract.

3.36.4 Performance Bank Guarantee
A PBG of 10% of the Total Contract Value would be furnished by the successful Bidder as per the
format provided in the RFP document from Nationalized Bank. The PBG should be furnished
within 15 Business Days from the date of issue of Letter of Acceptance and should be valid for
period of 180 days over and above the Contract Period.
3.36.5 Signing of Contract
The Model Agreement (Draft MSA and SLA) is provided the RFP document.
CIDCO shall have the right to annul the award in case there is a delay of more than 30 days in
signing of Contract from the date of issue of Letter of Acceptance by CIDCO, for reasons
attributable to the successful Bidder. Bidder has to register the contract within 15 days of
signing of contract.
RFP, Corrigenda, Request for Clarifications issued, Technical Proposal, any clarifications
received, Presentations, etc. made by the ‘ L1 Bidder’ during the Bid evaluation phase will form
part of the Contract signed with the Bidder
3.36.6 Failure to agree with Terms and Conditions of this RFP
Failure of the successful Bidder to agree with the terms & conditions of the RFP shall constitute
sufficient grounds for the annulment of the award, in which event CIDCO may call for new
Proposals and invoke the Performance Bank Guarantee (PBG).

4 Scope of Work
4.1 Project Objective

CIDCO has implemented SAP ERP in the year 2002, thereby leveraging IT Systems to make the
internal functioning of CIDCO more efficient. SAP is being used by CIDCO, but some of the
Departments have been unable to use and benefit from it as expected, since CIDCO has certain
special process requirements. CIDCO has; however, been using the FI module (only receivables);
PS; MM; SD in a limited way. Thus, in spite of an IT system implemented in CIDCO to enable
operational efficiencies of CIDCO still undertakes all its operational, logistics and maintenance
processes manually.
Considering the large Land & Estate dealings, FI transactions, Marketing sales of plots for
individual and commercial use, CIDCO finds extremely difficult to “manually” operate and
maintain the related data. As has been seen historically in the Land dealings, Regulators often
bring into practice stringent compliance requirements, which are dynamic in nature. In such a
scenario, it is imperative for CIDCO to implement systems and redesign/ revisit business
processes that will enable the officers to fulfill stringent Regulatory requirements and ensure
process efficiency around Lands, Estate, Finance and other key supporting Departments etc.
Within this context, CIDCO plans to reinstate and implement SAP solution that covers Lands and
Estate Management primarily and also addresses other critical and allied enterprise functions
such as Training, HR, Finance & Accounts (FICO), Project Systems etc. The implementation of
the SAP solution specializing in Real Estate (Lands, Litigation, GIS Integration, and Estates), HR,
F&A (Finance and Accounting) will not only enhance the process efficiencies but also ensure
that the CIDCO creates transparent system and drives one single system.
The current number of Nodes that is being operated by CIDCO is 14, and New Towns are 13. In
the coming future, it is anticipated that the number of Nodal offices will increase, and that it
may also add to the New Towns being operated.
It is with this spirit and understanding that the decision to use SAP ERP application, to
effectively manage and operate CIDCO, has been taken. An ERP enabled business process will
not only be more responsive to the complex set of requirements of CIDCO, but will also ensure
better serviceability and availability while bringing down the cost, resolution and processing
time. The SAP ERP system would aim to cover almost all aspects of CIDCO’s functions, ranging
from Operations and Maintenance execution to Quality Management, Demand & Supply
Management, Procurement, effective MIS Dashboards etc.

Some of the key areas in respective Departments that need immediate focus are as mentioned
below:
a) SAP Implementation: Modules such as FICO (Accounts and Finance Dept.), SD

(Marketing, Economics, Social Services Dept.), MM (All Departments), HR (Personnel &
Administration Dept.), PS (Engineering, Special Projects, T&C), RE (Lands, CUC,
Economics & Estate Dept.), GIS (Planning & Architecture), CRM (All Departments), need
to be upgraded/ implemented with the interdepartmental touch points. Thorough gap
assessment, integration and interfaces to 3rd party softwares such as Estate
Management Software; GIS; AutoCAD; eSevaarth; eOffice; eTendering; Department
specific Online Services; Vehicle Tracking System; Legal Tracking System; Web based
citizen centric application is required as well. Also there is a need to revisit the
documentation e.g. As-Is of business processes, Gap assessment, Testing etc.
b) Availability of e-Services for citizens: CIDCO has frequent interaction with citizens
with respect to Lands, Estate, Housing, collection of service charges/fees etc. An
immediate citizen centric e-Services; need to be provided to citizens for reducing their
visits to Departments and respective offices
c) Availability of Citizen Charter: There is a greater need to develop citizen charter and
yardstick to provide time bound service delivery - SLA driven services need to be
provided to citizens
d) Online RTI response: The Right to Information (RTI) for Citizens is to enable access to
information under the provisions of the act. There is a greater need for computerizing
records to widen the information spread. There needs a multi-interface approach such
as internal workflow – access to record room scanned documents – respective
Departments database – template generated out of SAP ERP system – SMS gateway.
Tracking should be done by a robust tailor made MIS reports
e) Integrated Applications: CIDCO has many in-house applications in different platforms
like SAP, Oracle D2K, Foxbase, ASP.Net etc. Each application is developed in silo in the
past and these applications need to be integrated with standardization of masters
f) Document Management System: With the digitization drive across Departments, it has
become imperative to develop one common master data since Lands and Estate
department scans lot of documents and electronic document management needs to be
implemented properly keeping in view of ongoing file movements across CIDCO offices
g) Connected Offices: CIDCO has 14 nodal offices and only 2 offices are connected to the
CIDCO Data Centre (IT Dept.). Many applications are independently managed and there
is a need to centralize common applications to reduce redundancies in application
development
4.1.1 Key Expectations of various Stakeholders
The Key Expectations of various stakeholders from the Project are mentioned below:
Stakeholders Expectations
Citizens a) Improved Service: Provisioning of multiple channels for service

delivery, prompt action and communication to enable providing
improved service to the Citizens
b) Greater accessibility: Provisioning of multiple channels to facilitate
greater accessibility
c) Timeliness: Greater transparency in the system, automation of routine
tasks and elimination of redundant activities resulting into quicker time
for completion of processes.
d) Ease of use: A more intuitive and user-friendly system and further
assistance on use of system through “Help” features in the SAP
Application and centralized Helpdesk
e) Enhanced security: A system with leading security practices
incorporated to provide secure mechanism for enabling payments over
internet and data security
f) Low cost to service: Reduced number of physical visits to the
Department/ CIDCO nodal office and ease of service thus resulting into
reduced cost of service for Citizens
g) Flexibility to deliver information across multiple delivery channel like
Web, kiosk etc.
CIDCO Support the Departments in achieving its goal of enhanced services

Departments through:
a) System aided decision making in core processes

b) Greater G2G, G2B collaboration
c) Simplification and streamlining of the procedures of the
Department and reduction of cumbersome, time-consuming and
non-value adding activities of the Department so that the staff can
spend their time on core activities
d) Enhanced Analytics and reporting capabilities and business
intelligence for system aided decision making

Stakeholders Expectations
Seamless integration
a) Create single holistic integrated solution covering core and support

processes of CIDCO
b) Smooth flow of information across all departments and processes
without any manual intervention
c) Seamless integration with other system like GIS, AutoCAD,
ePayment, etc. to enable complete view of necessary information
External Timely availability of updated information and accurate real time

Vendors/ reconciliation
Partners
Employees a) Training for requisite skill development and enhancement

b) Ability to focus on core activities on account of outsourcing of non-
core activities
c) Improved work conditions and motivated workforce

4.1.2 Proposed System Architecture (Indicative)
Proposed SAP System Architecture envisaged for CIDCO is as follow (indicative):
a) The foundation layer will cover all the core processes of CIDCO
i. Planning and Architecture
ii. Land Management
iii. Engineering
iv. Marketing Management
v. Estate Management
vi. Citizen Services
vii. Project System
viii. Procurement Management
ix. Finance and Accounts Management
x. Human Resource Management
b) And the technology layer will cover :
i. Enterprise wide Portal
ii. Document Management System & Workflow
iii. Dashboard and Reporting
iv. Folder Management
v. Net-weaver Process Integration
From the IT infrastructure perspective following (indicative) architecture is expected.

Web
Internet router
DMZ (External Client Tier)
Link Load
Balancer MPLS Router
MPLS-SP1
External
GSLB Device DMZ SW Firewall with
IPS
Ext. portal
server
Mail server App FW + SLB +

gateway
WA(Virtualize-3) Core switch Access switch
NOC
Core firewall
Legacy Application Payment Gateway

10 gig link
Server aggregation gateway
Internal Portal server

Mail MTA
AV server
Application server
Management and security server
BI server, DMS server
LDAP, WFM, Notification server
App FW + SLB + Audit trail & EMS servers
WA(Virtualize-1) Common DB
App FW + SLB + server
WA(Virtualize-2)
SAN SW
MZ (Internal Client Tier)

SAN
Storage
Tape Backup
TRUSTED ZONE (App. server Tier and DB server Tier)

4.2 As – Is IT status in the CIDCO

The existing IT setup at CIDCO can be categorized under various heads:
a) Software Development: In-house applications such as Tapaal System; Estate

Management System; Electronic Document Management System; Kiosk Software; CFC
online Grievance Redressal System; Legal Tracking System etc.
b) PCs, Printers, Scanners, Hardware, servers, network etc.: CIDCO’s IT Department
caters to PCs, Laptops, Printers and Scanners for all Department officials. Required setup
of Hardware, Servers, Network Connectivity between Raigad, Airport, Nirmal and
Belapur is present. Details are appended in below sections
c) Video Conferencing: This is now connected between Belapur and Nirmal office.
Aurangabad (New Town) and other nodal offices VC set up is in progress
d) Facility Management Services: For the current IT set-up, CIDCO has a team to support
all the Departments with Asset Management; issues with Network, PCs etc.
4.2.1 Network Infrastructure
CIDCO Bhavan has a 10 Mbps Internet connection which is used by Raigad Bhavan and Airport
office at Belapur Station complex via a Wi-Fi connection. CIDCO Bhavan is also connected to
Nirmal Bhavan via a 2 Mbps leased line currently being utilized for Video Conferencing.
Rest all offices are in a standalone setup and are not connected to either CIDCO Bhavan or
Nirmal Office.
Current CIDCO Inter-office Infrastructure:
CIDCO Bhavan
10 Mbps connection
Leased line for VC
Nirmal Bhavan
Internet Service Provider
Belapur Station
Raigad Bhavan

Detailed Network Diagram for a single floor in CIDCO Bhavan is as below:
Internet
10 Mbps Leased Line
Firewall
DMZ
Core
Switch
Rack on
a floor
Patch panel
Connections on a floor
Scanner
Desktop Printer Copier
Multi Function Printer
The red dotted line shows the flow of data packets from a desktop to ISP during internet access.

Table below shows the details about connections at various offices of CIDCO:
Connectivity in CIDCO
Nirmal Office
Kalamboli
Dronagiri
Kamothe
Sanpada
Bhavan
Bhavan
Airport
Kharghar
Ghansoli
Raigad
Panvel
CIDCO
Office
Nerul
Vashi
Airoli
Nasik
Item
LAN Yes Yes Yes Yes No No No No No No No No No No Yes
WAN No No No No No No No No No No No No No No
Wi-Fi Connectivity No Connectivity Connectivity No No No No No No No No No No No

over Wi-Fi over Wi-Fi over Wi-Fi
with Raigad with CIDCO with CIDCO
Bhavan and Bhavan Bhavan
Airport
Office
Internet Yes No Yes Yes No No No No No No No No No No No

Lease Line
Broadband No No No No No No No No No No No No No No No

4.2.2 Details of Servers Installed at CIDCO
All Servers are maintained at CIDCO Bhavan and are managed in-house by the IT Department of
CIDCO.
4.2.2.1 SAP Servers

Below is the table for SAP servers and details of its configuration:
Sr. No Model Server Name / Application Configuration
1. Sun fire 280R Quality Server RAM: 512 MB x 4

HDD: 36GB x 2
2. Sun fire 280R Development Server RAM: 512 MB x 4
HDD: 36GB x 2
3. Sun Storage D2 External Storage (Development + Quality) Development
HDD: 36 GB x 4
Quality
HDD: 36 GB x 4
4. Sun Blade 150 Console for Production Server RAM: 256 MB x
16
5. Sun Fire V480 Production Server(Database) RAM: 256 MB x
16
6. Sun Fire V480 Production Server(Application) / Sun Cluster RAM: 512 MB x 4
3.0 HDD: 36GB x 2
7. Sun Edge 3300 Common Dual Storage / Veritas F.S HDD: 73 GB x 5
8. Sun fire 280R Backup Server RAM: 512 MB x 4

HDD: 36GB x 2
9. Sun fire 280R Training Server RAM: 512 MB x 4
HDD: 36GB x 2
10. Sun Storage L9 LTO L9 Library / Solistice
11. Sun DLT Back up device

4.2.2.2 Other Servers

Total 9 Servers are available at CIDCO. One of them is a Linux Server and 8 are Windows
Servers. Anti-virus, Print Server, Auto CAD and a host of in-house applications run on these
Servers.
Details about these servers are mentioned below:
Sr. Server
Model Configuration
No. Name
1. S1 (12.5% IBM x336 Rack OS: Windows Server 2003 SP2
records) Server RAM:2 GB
HDD: 160 GB+160 GB
Processor: Intel 3.2 GHz Xeon Processor x2
2. S2 (Old IBM x336 Rack OS: Red Hat Enterprise Linux

Mail Server RAM:2 GB
Server) HDD: 160 GB+160 GB
3. S3 (Old IBM x336 Rack OS: Windows Server 2003 SP1

AD) Server RAM:2 GB
HDD: 160 GB+160 GB
4. S4 HP ProLiant DL40 OS: Windows Server 2003 SP2

(AutoCAD) RAM:4 GB
HDD: 500 GB+250 GB

(Antivirus) RAM:4 GB
HDD: 500 GB+250 GB

(IT Info) RAM:6 GB
HDD: 500 GB+250 GB

7. S7 Dell PowerEdge OS: Windows Server 2008 R2 Enterprise

R410 RAM:16 GB
HDD: 1 TB
8. S8 Dell PowerEdge OS: Windows Server 2008 R2 Enterprise

R410 (To be used RAM:16 GB
for AD) HDD: 1 TB
9. S9 Dell PowerEdge
T410 (GIS Server)

4.2.3 Other IT Infrastructure Available for Re-use
Sr. Type of
Model Specifications Quantity
No. Equipment
1. Firewall Checkpoint OS - GAiA v 75.40 2
4800 8 x 10/100/1000Base-T RJ45 ports
4 GB memory
250 GB hard disk drive
One AC power supply
High Availability (HA)
Lights Out Management (LOM)
IPv4 and IPv6
1024 interfaces or VLANs per system
4096 interfaces per system (in Virtual
System mode)
802.3ad passive and active link
aggregation
Layer 2 (transparent) and Layer 3
(routing) mod
2. Management Checkpoint OS - GAiA v 75.40 2

server Smart-1 Management HA
Storage - 4x1TB
RADIUS authentication
Built-in Support for SANs and up to 12TB
of On-board RAID Storage
Lights Out Management (LOM)

4.2.4 Location-wise Existing Hardware Details
Hardware details in CIDCO across various locations are mentioned below:
NODES
ITEM
Raigad Bhavan
CIDCO Bhavan
Airport Office
Nirmal Office
Kalamboli
Dronagiri
Kharghar
Kamothe
Ghansoli
Sanpada
TOTAL
Panvel
Nerul
Vashi
Nasik
Airoli
Desktop 498 8 88 39 3 2 4 1 24 3 2 2 16 14 1 705
Laptop 30 1 1 1 1 34
I Pad 12 12
Printer 202 5 63 15 2 2 3 20 4 3 4 8 1 332
Projector 0 1 1
Plotter 7 7
Scanner 11 2 1 15
UPS 199 15 5 2 1 1 1 229
TOTAL 959 13 167 62 5 4 7 1 46 8 3 6 20 22 6 1335

4.3 Overall Scope of Work
4.3.1 SAP ERP Application
CIDCO plans to reinstate and implement SAP solution that was implemented in the year 2002.
4.3.1.1 Business Requirements and Processes Study

a) The Bidder shall study the existing business process functionalities, MIS reporting
requirements, problem areas and expectations of CIDCO
b) Bidder has to carry out the system study process for the exact requirement of
interfacing with the existing legacy application
c) Demonstrate the best practices available in SAP and how these best practices affect and
can be implemented in the existing business processes
d) Organize workshops to reconcile the differences between the existing practices and
their benchmarks
e) The Bidder shall prepare a To-Be Process Document duly highlighting the gaps and the
best practices available in the proposed solution. The Document will indicate the
additions/ modification that need to be made to the business process in view of the SAP
implementation
f) The Bidder shall also identify the Customizations/ Workaround that need to be made to
the SAP & submit a document on the Gap Analysis/ Customization requirements
4.3.1.2 Design and Customization

The Scope includes Design, Configuration, Customization (as required) and Implementation of
the proposed SAP modules as specified below:
a) Project Systems
b) Quality Management
c) Real Estate – Land use and Estate Management
d) Sales and Distribution
e) FICO
f) Human Resource – Solution to cover Roster, Recruitment, Time Management, Payroll
(Provident Fund, Pay fixation, Arrears computation and Incentives), Performance
Management, Vigilance and Disciplinary Action, and other sub-modules as required by
CIDCO
g) CRM
h) Material Management

i) Business Intelligence - Customized Dashboards for all CIDCO’s Departments and Top
management is required. On an average 6 to 8 Dashboards need to be generated for
each module as per CIDCO’s Departmental requirements. Standard Templates need to
be finalized and submitted along with SRS
The Bidder must implement the specified SAP modules in integration with Estate Management
system, GIS, AutoCAD, Automated Building Plans, eOffice, eTendering, Citizen Facilitation
Center, Legal tracking system, Grievance Redressal system, External time management system,
GPS based vehicle tracking system, Digitization and scanning system, Project Affected Person’s
employable program, Land bank system, e payment gateway, SMS gateway, Mobile applications.
All forms, reports & MIS, as per Users’ requirements, shall be incorporated in SAP
implementation.
Bidder shall assist CIDCO’s in-house development team or agencies for integrating their Solution
to the SAP System and also grant them the required permissions to access the SAP System for
completing the integration.
The functions will also be supplemented by following areas of focus as indicated below utilizing
SAP Product features:
a) Enterprise Portal
b) Document Management System
c) Email and Messaging Services
d) Workflow Management
e) Enterprise Application Interface: The SAP System should be capable of interfacing with
External Systems and generate various reports as required in order to allow for exchange
of data and communication with those Systems. The following is an indicative list of
External Systems that the SAP System should be capable of interfacing with –
i. Eleven Banks
ii. External time management system
iii. Automated development control regulations
iv. Adhaar ID data of citizen and CIDCO employees
All required procedures, policies, delegation of powers pertaining to CIDCO shall also
be incorporated in business rules of SAP Solution by the Bidder.
The SAP system is proposed to cater to 750 users.

Based on the approved To-Be business processes, the Bidder will undertake System
Configuration and Customization. CIDCO intends to implement standard SAP functionality as far
as practically possible and to adopt the business processes of the standard SAP system and the
best practices available in the offered Solution. The Implementation Methodology and Approach
has to be based on global Best Practices in order to meet the defined Service Levels during the
operation.
CIDCO has made best efforts to define major functionalities for each of the Departments’
functions. These functional requirements; enumerated in this RFP, are indicative and based on
the present business process, which may undergo changes by the time of Award of Work Order
to the Bidder as well as during the execution of the Project. All such identified system
requirements shall form part of the desired SRS documentation The Bidder may, if so required,
include the add-ons to fulfill the requirements. Tools if any required for development need to be
factored in by the Bidder.
Bidder has to design and implement the requisite user authorization as well as other IT security
controls, for the entire solution. Finally approved/accepted solution will be delivered as
“System Configuration” document and the same should be implemented at locations that are
identified within the scope of this project.
4.3.1.3 Application Database

a) The Bidder is required to recommend the Database and design the System in line with
specifications enlisted in this RFP
b) Database should have proven scalability credentials to cater to any system load
c) Database should be an enterprise Class database with at least EAL Security Certification
that ensures adequate assurance from positive security engineering for such a mission
critical database requirement.
d) The Database should also support multiple languages including English & Marathi as
well as Unicode.
e) The database should have an in-built diagnostic and tuning pack to help check the health
of the database. The Database should support all leading Enterprise Management
Systems featuring in the Gartner Magic Quadrant Reports.
4.3.1.4 Project Work Documentation

The Bidder will provide detailed final system documentation for reference to CIDCO. Bidder
shall prepare the final User Manuals incorporating details of all menus and functionality
provided by the System. CIDCO expects the following (not limited to) in the form of product

documents. In addition, the Bidder will provide ongoing product information for reference
purposes and to facilitate self-education for CIDCO Personnel. Key documents required are:
a) Business Blueprint and To-Be Documents consisting of granular details of each
functional activity and any changes (if any) after the SAP implementation
b) Configuration Documentation: Consisting of system setting and parameters for each
function modules
c) User Manual including system instruction and use cases, running of a program to
perform specific task in the System with sample reports, screen formats, details of
menus & instructions on how to perform specific tasks in the system using screenshots
etc.
d) Any other Documentation required for usage and maintenance of implemented Solution
at each location like Technical Manual, Installation Guides etc.
e) System Operational Procedure Manuals
f) The Bidder shall provide minimum three hard copies and two soft copies on the above
mentioned manuals
g) The Bidder shall submit the System Documents including the Functional Specifications
& Technical Specification
h) The Bidder shall prepare & submit the System Administration Manual indicating the
system settings for each module
i) Bidder must ensure the provision of Toolkit / Troubleshoot Guides and Learning
Management System for every component of the Application / System software as well
as IT infrastructure
4.3.1.5 File Movement System, Multi-channel Correspondence and Document

Management System
CIDCO manages and disposes many files across the Departments on a daily basis. To ensure the
daily communication is streamlined, following output is a MUST for timely and effective online
correspondence:
a) Inward-outward ensuring all daily applications status is visible to all CIDCO

stakeholders
b) All applications to have a unique ID for a quick traceable mechanism
c) File processing, reference disposals with no backlog to be achieved
d) Clear classification of files along with integration of multi-channels such as Tapaal,
Record Room, Document Management, Respective department process Owners across
Nodal Offices
e) Citizen interface need to be incorporated for a timely resolution and information

f) Defined workflow system and custom reports to respective HODs and top management
for faster decisions is absolutely required
4.3.1.6 Content management system (CMS)

The SI needs to develop / provide “Content Management System” (CMS) within the CIDCO core
application, allowing CIDCO management to dynamically update elements / sections / contents
/ forms / formats / notices etc. of their Application that changes regularly, without the constant
need of a Web Developer. The CMS should offer easy administration of the overall CIDCO
Application, simply requiring CIDCO’s Nominated Staff Members to log-on to a secure area of
this Application and complete simple web forms and upload to the centrally controlled
database, so that the changes are reflected throughout the Application pages / sections.
The CMS should have the following indicative features or capabilities:
a) Content Authoring
b) Content Publishing
c) Content Delivery
d) Content Storage Management
e) Content Exit and Archival
f) Should have preconfigured generic templates and workflows for Content Management
g) Distributed authorship of portal content across divisions
h) Separation of content from presentation, which allows authors to focus on content
rather than web design
i) Management of revision, approval, publishing and archiving processes in an easy and
automated manner
j) Centralized Template Management for consistency within Portal
k) Content repurposing for different audiences and various interfaces
l) Facilitated metadata generation and management which enables effective content
discovery
m) Content Storage Management of all types of content; text graphic, audio, video etc.
n) In context contribution, purview, updates and approvals
o) Email notifications for automated content edits and reviews
p) Native content conversion to web formats
q) Both dynamic and scheduled publishing models
r) CMS should be able to generate Content Feeds
s) CMS should be able to be integrated with any Workflow System, which supports e-forms
t) CMS should be modular and extensible

u) CMS should have an integrated Help function
4.3.1.7 Unified Communications

The Bidder will have to provide a Unified Communications Solution to the CIDCO. The Unified
Communications Solution must integrate real-time communication services like Instant
Messaging (chat), Presence information, etc. with non-real time communications such as E-mail.
Unified Communications Solution may not necessarily be a single product, it could be achieved
through a set of products that provide a consistent unified user interface and user experience
across multiple devices and media types.
Further it is also proposed that there should be integration between the DMS and the Unified
Communications Platform.
4.3.1.8 Mail solution

A mail server is proposed to receive incoming e-mail from departmental users and business
users and forwards outgoing e-mail for delivery. A mail server will usually consist of a storage
area where e-mail is stored for local users, a set of user definable rules which determine how
the mail server should react to the destination of a specific message, a database of user accounts
that the mail server recognizes and will deal with locally, and communication modules which
are the components that will actually handle the transfer of messages to and from other mail
servers and email clients.
The Email Solution should have facilities such as: bulk mail, facility to send auto mails – MIS
reports about mails sent / failed / received / opened etc. should be available. Furthermore the
Email Solution should comply with the following indicative key components:
a) Directory Services
b) Mail & Messaging Service
Please Note: It is recommended that the SI should adopt the e-Mail policy as defined by
Government of Maharashtra.
a) Directory Services
It should include the following services:
i. Domain Management
ii. Group Management
iii. User Management
iv. Implementation of policies and standards
b) Mail & Messaging Service

Full support of the Messaging System including:
i. Group management
ii. User management
iii. Implementation of policies and standards
iv. Mail size monitoring
v. SMTP management
The generic solution architecture of the proposed Mail and Messaging Solution should comprise
of the following functional elements, but not limited to. They are:
a) SMTP Relay: To send and receive emails from the upstream servers for all its hosted
domains
b) Anti-spam filters: To filter potential spam between users of the domains hosted on the
server. These filters may be implemented either as an integrated part of the mail
package or as a separate appliance that works along with the Solution
c) Antivirus filters: Resident on the server to scan, detect and quarantine virus infected
emails
d) Storage: To provide storage for the user mail boxes and for archiving email. The storage
infrastructure must be procured as part of the solution
e) POP and IMAP Servers: To enable users to fetch their emails from the server
f) Web based front end: To enable users to access their mailboxes, edit, compose, read
and send email. This front end would provide additional plug-ins for access to services
such as calendaring, Instant Messaging etc. All such access should be using SSL
g) Additional integrated services: Such as Calendaring and Instant Messaging
h) Directory Services: For the purpose of creating the user base for email use and using
the server as a basis for distributed user administration. All data update accesses should
be via SSL
i) Messaging Security: Facility to use a PKI infrastructure to sign the messages digitally as
well as message encryption
j) MIS Reports: About mails sent / failed / received / opened etc. should be available
The Solution architecture will comprise of four major subsystems that comprise sets of
functionalities mentioned below:
a) The Directory subsystem

b) The Messaging and Collaborative services subsystem
c) The Content inspection and filtering subsystem
d) The Storage subsystem

The components should be suitably sized and interconnected to provide a reliable solution for
the implementation. Inbox and Attachment Size is proposed to be allocated amongst the
CIDCO’s various Department users as per their designations in the following manner:
Designation Mail Box Storage Size Max. Attachment Size
HODs and Above 4 GB 10 MB
Chief Managers & General Managers 4 GB 10 MB
Managers 4 GB 10 MB
Officers 2 GB 10 MB
DO 2 GB 10 MB
Field Officers 2 GB 10 MB
Please Note: the number of sanctioned posts is provided below. The SI needs to account for an
annual 5% growth rate for sizing purpose.
The scope of Facility Management for Mail and Messaging Service will cover the following
aspects:
a) Maintenance of hardware of all units such as the Mail Messaging and other servers,
security, backup and storage systems etc. supplied by the SI
b) Configuring / re-configuring end-to-end Solution by securing all the hardware,
system software, Databases, Application Software configurations, whenever
required as per the requirements of the Department
c) Secure the configurations as per the architecture deployed, Operating Systems
deployed, Application Software deployed etc. on ongoing basis and provide them to
the Department
d) Maintenance and trouble shooting of Software supplied by the SI or by the
Department for running the total Mail Messaging System (end-to-end) including
Patch and Vulnerability Management as per Department’s requirement and version
upgrades of Operating Systems and Application Software, Hardening of the
Operating System / Application Software and other software components installed
for the solution, Implementation of Security Policy, configuring Storage and Backup
devices and Backup Policies etc. as per the requirement of the Department

e) Follow Change Management and Configuration Controls as per CIDCO policy.

Assessing impact of change on the security and implement after obtaining
permission from CIDCO
f) Maintenance and trouble shooting of Shared Storage Space; if deployed by the SI, till
integration of the same with the overall Domain Controlling System proposed to be
set up by the Department
g) Maintaining reports with respect to SLA / uptime guaranteed and submission of
reports on monthly basis as per requirement of the CIDCO
h) Day to day management of Mail Messaging Servers and the related servers, storage,
backup and security systems such as:
i. Management of mail boxes
ii. Configuring, maintaining and monitoring of Message Policies, Group
Policies, User Security, Message Security Policies etc. duly updating as
per the policies of the CIDCO periodically
iii. Configuring, maintaining and monitoring Anti-virus, Anti-spam Solutions
duly updating them with latest version by coordination with the
respective suppliers
iv. Coordinating with the CIDCO officials for updating Mail Messaging
Policies as per the requirements
v. Ensuring proper working of all the components of Mail Message Solution
deployed by the SI such as Mail transfer, Mail Storage, Authorization /
Directory Services, Global Filtering, Mobile Access, and Web Access etc.
vi. Monitoring and trouble shooting of Mail Message Systems including
security, storage and backup systems
vii. Maintenance and management of email routing, lists, redirection and
address books
viii. Implementing security, storage and backup policies related to mail traffic
on an on-going basis as per the policies of the CIDCO
ix. Configuring and maintaining authentication and encryption services
using authentication server, tokens, smart cards etc. as per the
requirement of the CIDCO
x. Taking backup of System Software, Databases and backup of mail data as
per the policies of the CIDCO
xi. Assisting the CIDCO in implementing, monitoring, testing contingency
plans, drills and recovery operations as per the policies of the CIDCO and
switching to DR setup when the original setup fails

xii. Assisting the CIDCO in verification of Security Implementation and

implementing / updating the same as per instructions of the CIDCO. To
run integrity checks daily, baselines secure configurations and maintain
them as per the CIDCO’s requirement
xiii. Configuring, securing and analyzing the System Logs, audit logs etc. and
provide information on the system performance, review of the above
logs to the CIDCO. To undertake fine tuning of the system performance
basing on the above reports, if required, with the permission of the
CIDCO
xiv. Address the documentation requirements as per the CIDCO’s
requirement.
xv. Configure / reconfigure duly deploying, managing anti-virus, anti- spam,
anti-phishing, anti-pharming. Configure spam, malicious content,
configuring negative / positive list, domain filtering, blocking black listed
domains and IP Addresses etc. as per CIDCO’s requirements
xvi. Pro-active coordination with the vendors of hardware and software
systems related to Mail Messaging Solution including security, storage
and backup systems
xvii. Coordinating with their backend logistic for hardware and / or technical
support for early rectification and maintaining the uptime as per SLA
xviii. Gathering and presentation of statistical data related to Mail Messaging
traffic to the CIDCO
xix. Running the ‘Help Desk’ for assisting the users of the CIDCO centrally at
CBD, Belapur
xx. Co-ordination with any other Provider facilitating SMTP Broad Cast /
Relay Broad Cast
xxi. Providing the MIS reports Daily / Monthly as per the requirement of the
CIDCO from time to time
xxii. Built-in lists for screening common business terms, profanity and
compliance terms
xxiii. Anti-virus and malware engine
xxiv. Pre-emptive blocking of suspicious messages based on traffic pattern
behavior
xxv. Image logic to detect and block pornographic image content as well as
detect corporate defined images

xxvi. Data Synchronization with ActiveSync like application to synchronize

emails, calendar, contacts and tasks
xxvii. Any other matter related to the mail messaging solution as per the
requirement of the CIDCO
Please Note: Facility to send e-mails and SMSs to various groups/ levels of CIDCO to be made
available to limited number of users (Role based Access Control) based on requirement. These
limited Users should be able to manage the content, group and other requirements for sending e-
mails and SMSs. A proper reporting mechanism may also be introduced to keep a check on all
these group emails and SMSs by senior CIDCO officials.
4.3.1.9 Instant Messaging

Instant messaging service (real-time interaction) should be provided to all the CIDCO users to
facilitate inter and intra office communication.
4.3.1.10 Decision Support System (DSS)

The SI will have to provide a Decision Support System (DSS) that will provide assistance to the
CIDCO’s end-users in making decisions by pulling data from various sources. The system will
assist the end-users in making real-time decisions in their daily activities like processing,
accessing, validating etc. Further the DSS will also assist in Planning and Management.
From CIDCO’s perspective, the DSS is expected to play the following roles and comprise of the
following features:
a. Assist HODs and Officers in their decision processes in semi-structured tasks

b. Enhance and support managerial judgment rather than replacing it
c. Improve the effectiveness of decision making rather than its efficiency
d. Combine the use of analytical techniques or models with traditional data access and
retrieval function
e. The DSS should be flexible and adaptable to accommodate changes in the
environment in which the decision maker (user) acts as well as the decision making
approach of the user
4.3.1.11 Business Intelligence, Analytics and Reporting solution

CIDCO receives a large volume of Lands, Estate, Marketing, Survey, Legal and transaction data
from various sources. CIDCO is also likely to receive a large volume of data from various
Government and Non-Government Agencies in future. The current systems with CIDCO are not
capable of fully utilizing this large volume of data. The main objective of deploying a Business
Intelligence solution is to provide CIDCO with enhanced capabilities to process and analyze the

large volume of data it receives in a smarter, intelligent and faster manner to support it in its
goal of expediting citizen centric decisions and maximizing business impact.
The key components of the scope of work of the Bidder include:
a) Implementation and / or Customization of Business Intelligence (BI) and Reporting

Solution
b) The source for the BI reports will be the internal and external source systems of
CIDCO
c) The BI solution should cater to the reporting needs of CIDCO in terms of
dashboards, slicing and dicing, drill up and drill down analysis, advanced reporting
for analytics and data mining
d) The BI solution should be easy-to-use and it must have minimal impact on the
performance of the transactional system
4.3.1.12 SAP Application Testing

The Bidder shall design the Testing Strategy including Traceability Matrix, Test Cases and
conduct testing of various components of the SAP configured / customized for CIDCO. The SAP
testing shall at least include Unit Testing, System Integration Testing, Performance Testing, User
Acceptance Testing (UAT) etc.
The Bidder shall obtain the sign-off from CIDCO on Testing Approach and Plan (inclusive of Test
Cases). The Bidder shall perform the testing of the Solution based on the approved Test Plan,
document the results and shall fix the bugs found during the testing. Though CIDCO is required
to provide formal approval for the Test Plan, it is the ultimate responsibility of the Bidder to
ensure that the end product delivered meets all the requirements of the SAP Implementation
specified by CIDCO in this RFP document.
At the least following activities will be carried out by the Bidder as part of the Application
Software testing:
a) The Bidder shall prepare the Solution Testing Procedure for conducting test on various
modules of the SAP Solution including the Test Cases. The Software Testing shall include
Unit Testing, System Integration Testing, User Acceptance testing, Performance Testing
(Full Load/ Stress Test), Integrity Testing, Security & Access Control Testing etc.
b) The Bidder shall obtain the sign-off from CIDCO on the Testing Approach and Plan
c) The Bidder shall demonstrate to CIDCO that the solution meets all the functional &
technical requirements as per the To-Be Document

d) The Bidder shall test the integration of the cross function modules as well as the legacy
applications based on the approved Testing Procedure
e) On successful completion of the Integration Test, the Bidder shall conduct the Full
Load / Stress Test using suitable tools in accordance with the approved Test Plan
f) The Bidder shall provide and ensure all the necessary support for the conduct of the
User Acceptance Test by the identified employees of CIDCO, who are responsible for
day-to-day operations of the functions automated through the SAP Solution. The Bidder
shall share the Test Cases and demonstrate the Testing Procedure to the identified
CIDCO staff
g) The Bidder shall fix the bugs / errors found during the testing, document the results of
the testing and submit a report to CIDCO
4.3.1.13 Data Migration
4.3.1.13.1 Overview
The Data Migration to be performed by the Bidder shall be preceded by an appropriate Data
Migration Strategy & Methodology which is prepared by the Bidder and approved by CIDCO.
Though CIDCO is required to provide formal approval for Data Migration Strategy, it is the
ultimate responsibility of Bidder to ensure that all the data sets which are required for
operationalization of the agreed user requirements are migrated. Any corrections identified by
CIDCO or any external agency, during Data Quality Assessment and Review, in the data migrated
by Bidder, shall be addressed by Bidder at no additional cost to CIDCO.
At least the following activities will be carried out as part of the Data Migration:
a) Define all the specifications that are needed to populate the data into the new SAP
System
b) Prepare uniform codification of all data sets
c) Develop the Data Migration Templates / Forms / Format and facilitate the migration of
legacy and new data elements into the SAP System
d) Identification, configuration or development of the data upload / download programs
for the Data Migration
e) Create data extraction programs in the legacy system to convert into the format as
required by the SAP System
f) Uploading of Scanned paper documents, (naming, characteristics like author, date, etc.,
indexing, classification) into the Document Management System database

i. The Bidder shall ensure data cleansing of all the data migrated from the legacy
system to the new application & data validation before uploading the same to
the production environment
ii. Proper documentation of the data conversion / upload
At least the following categories of Data need to be captured and ported into the system:
Master Data such as:

a) Lands Data (including relationship tree, legal cases, and other unique details)
b) Estate Data (including property details, N0 Objection Certificate, transfer etc. details)
c) Marketing Data
d) Project Systems Data
e) Legal Status Data outside of CIDCO
f) Building plan drawings
g) Organization Structure
Transaction Data such as:

1. Delay Condonation
2. Temporary Water & Electricity Connection
3. Drainage Connection Certificate
4. Extension in Time for Completion of Construction
5. Permanent Water & Electricity Connection
6. No Dues Certificate
7. Mortgage NOC (No Objection Certificate)
8. Permission to transfer Plots and Apartments
9. Issue of Final Order for Transfer Plots & Apartments
10. Contractor Registration
11. Product Approval
12. Request for allotment of Plot for Social Welfare Cultural Activity
13. Request for allotment of Plot for Composite School
14. Request for allotment of Plot for Degree College / Professional College
15. Request for allotment of Plot for Religious / Spiritual Activities
16. Request for allotment of Plot for stall for PCO Booth
17. Request for allotment of Plot for stall for Milk Booth
18. Request for allotment of Built up premises on Lease and License
19. Request for Reservation of CIDCO Community Center multipurpose hall for various
function
20. Request for allotment of plot for Burial ground / Crematorium

21. Request for place for Post Office

22. Request for place for Police Station, Police Chowki & Observation Tower
23. Right to Information Act 2005
24. Merit prize Award information of SSC / HSC student
25. Health NOC (No Objection Certificate) for Building Occupancy Certificate
26. Issuing of Monthly Bill
27. Zone Confirmation Statement
28. NOC (No Objection Certificate) for Non Agricultural Areas
29. Development Permission
30. Copies of Gazette Notification
31. Plan Showing NAINA (Navi Mumbai Airport Influenced Notified Area)
32. Checklist for ZCS, NOC (No Objection Certificate) for Non Agricultural / Development
Areas
33. Application for ZCS, NOC (No Objection Certificate) for Non Agricultural Areas
34. Request for Plan (Nodal, Sectoral etc.)
35. Query Regarding CRZ
36. Suggestion / Complain
37. Sewerage Connection
38. Sewerage pipe choke up complain
39. Storm water drain chokes up during monsoon
40. Pothole in the road
41. PAP student data
42. Data for the document management system
43. Historical legacy transaction data to enable the system start up
44. Historical transaction data maintained manually in registers/ ledgers etc.
45. Intent Letter
46. Request for changing intended granted Plot by CIDCO
47. New Eligibility for Plot
48. Regularization of Unauthorized Construction without the Eligibility
49. Requirement of allotment of separate Plot out of eligible 12.5%
50. Amalgamation of separate allotted Plot
51. Lease Agreement as per the Court Request
52. Request for Time Extension
53. Request for Name Inclusion / Deletion
54. Request for NOC (No Objection Certificate) to Mortgage
55. Information sought under RTI Act 2005

56. Application for direct allotment of plots to Govt. Bodies and their Undertakings for
Office Use
57. Application for Society plots to Govt. Employees
58. Application for direct allotment of Apartments / Plots from individual other than Govt.
Bodies
59. Application for “Transfer of Plot” of Plot before Execution of “Agreement to Lease”
60. Application for “Change of Use” of Plot before Execution of “Agreement to Lease”
61. Application for “Additional FSI (Floor Space Index)” of Plot before Execution of
“Agreement to Lease”
62. Building Permission / Commencement Certificate
63. Amended Building Permission
64. Proposal for Addition and Alteration
65. Plinth Completion Certificate
66. Occupancy Certificate
67. Complaints
68. RTI
69. Stipend Enquiry and Complaints
70. Enquiry about grant in aid to PAP trust for colleges / schools
71. Application for Plots for all Religious Activities in 12.5% (GES – Gaothan Expansion
Scheme) Scheme Area
72. Application for Plots for school / college of PAP Trust
73. New application for grant in aid to PAP trust for colleges/ schools
74. Application for social facility e.g. Mahila Mandal
4.3.1.13.2 Recommended Data Migration Strategy and Approach

The SI is required to migrate all the existing data available with Department in digitized format
from its current database to the new system.
As part of data migration, the selected SI would perform the following activities:
a) Prepare the Data Migration Plan and submit to Department for approval
b) Ensure minimum business downtime at the time of Data Migration
c) On the Department’s approval, prepare the requisite Migration Architecture and then
move the data to the new target environment
d) Ensure the accuracy and completeness of the migrated data. Department reserves the
right to verify the accuracy and completeness of the migrated data on its own or through
its nominated agencies

4.3.1.13.3 Recommended Data Migration Methodology

The data existing in the current Application Databases would need to be migrated to the new
Database to enable a smooth transition to the new System. The Data Migration should be
carried out as per Data Migration Policy as defined by the Department and all care must be
taken to log in each error. Also adequate measures must be taken move all the digital record
from old to new Database, as per defined Schema and Table Structure.
Following is the proposed methodology to deal with legacy data and make it available to CIDCO
Users along with new Application:
1) It is proposed that the new Core Database, designed as per new requirements, be kept
separate from the old Database, and should be integrated with CIDCO’s SAP System, as
depicted in the diagram below:
Core CIDCO
Application
- Old Data 3
- Old Data Formats
- Old Masters - New Masters
-New Data
Database
Structure
1 -New Table
Design
Rul es
New core
/l
ogic
scri pts / 2 CIDCO

Database
Old CIDCO Database
Database
CIDCO
Database
(intermediate)
Refined Data
2) As depicted in the diagram above, database 1 is representing the old CIDCO Database
and Database 3 is representing the new CIDCO Database. It is proposed that an
intermediary Database (Database 2) be designed which would have same data structure,
table design and masters as in Database 3 above and then the raw data be migrated from
Database 1 to Database 2 based on data migration rules / logics / scripts as part of data
cleansing and porting exercise.
3) This will ensure the availability of refined data that will be accumulated in Database 3
over several years of operations through the new CIDCO SAP System, having necessary
checks and balances to ensure only refined data is pushed through in Database 3. Also it
will ensure the availability of old data which would be refined and stored as per new

Database Design in Database 2 and hence it will be compatible with the new System /
Application.
4) It must be noted here that initially the Database 2 and Database 3 do not merge
completely, keeping the data separate from the day of Go-Live and period before that.
This is to ensure that the data which is migrated to Database 2 may not be completely
refined and correct initially and may require additional checks to make the data pure,
and hence will not corrupt Database 3 which would be the main database for new
system.
5) All the data prior to Go-Live date will be available in Database 2, but after due
processing through the back end automation engine, it would be then pushed to
Database 3. In all probability care must be taken that the Database 3 will hold only that
data which is processed on or after the actual Go-Live date. And the Database 2, which
has the refined data from old Database (Database1), will only be used as and when
required, but no new data will be pushed into it through the SAP System.
6) Since Database 2 has the same Database Structure, Table Design and Masters, it is
envisaged that the SAP System will have no issues in compatibility with Database 2 and
the interaction with the SAP System. It is also proposed that key data such as Land
Masters after due cleansing may be migrated to Database 3 initially and rest of the
Database 2 will be then gradually migrated as required.
7) The data refining activity and migration from Database 1 to Database 2 can be
completed in phased manner, for better result and ensure proper validation by the
Department Officials. It is proposed that the data for every 2 years maybe refined and
migrated to Database 2 and once it is completely validated and accepted by the
department, next 2 years data may be taken up as per same exercise. This may be
repeated till all data is refined and migrated from Database 1 to Database 2. Once all the
data is checked for completeness and accuracy, duly verified by CIDCO officials, then the
data from Database 2 can be merged with Database 3 in due course of time. Till that
time, SAP System may interact with Database 2 for reference and Database 3 for regular
insertion and retrieval.
8) It is further envisaged that over a period of few years, once the data in Database 2 is no
longer necessary for overall operations / processing, it may be archived and beyond that
period only Database 3 will then be actively integrated with SAP System. It is envisaged
that by that time the entire data from Database 2 will be merged with Database 3. Until
this scenario is achieved; Database 3 will keep on growing and accumulate new data,
starting from the date of Go-Live.

It is envisaged that the above Data Sanitization and Migration Methodology will help ensure
data purity from the date of Go-Live, availability of legacy data for use, and a clean new Database
without any corruption from legacy data.
4.3.1.14 SAP Application Monitoring & Ensuring Compliance to SLA

a) Monitor CIDCO’s SAP System on a day-to-day basis to ensure that it functions reliably
b) Monitor SAP System to ensure that the application does not suspend, hang etc.
c) Monitor components, including but not limited to, Application servers, Web Servers,
Middleware and other Servers on an ongoing basis to ensure smooth functioning of the
System
d) The Bidder shall ensure compliance to uptime and performance requirements of SAP
Solution as indicated in the SLA of this RFP and any major changes to the software shall
be planned accordingly by the Bidder for ensuring the SLA requirements
e) Monitor the performance of SAP interfaces:
i. Ensure the accuracy and timeliness of data uploaded as received
ii. Resolve and report the data discrepancies to the designated CIDCO persons
iii. Maintain daily status of interface performance
iv. Reconcile the Data Status Control Sheet for Month Closing
v. The Bidder shall submit a document on the performance of the SAP System
against the desired SLA on a quarterly basis
4.3.1.15 SAP Application Support Services for 5years post go-live

The scope covers the following activities:
a) Enhancement / modifications with respect to new / enhanced / enriched

functionality
b) Ensure the desired functioning of the interface / integration
c) Test-scripts preparation and interim Application Testing
d) Application installation and testing whenever required
e) Modification / development of reports
f) Provide technical support on system parameters and requirement for SAP System
g) Manage the Database Administration according to the agreed Standards
h) Present relevant information and training if applicable and necessary regarding the
use and functions of new services to a defined number of relevant Users designated
by CIDCO

i) Provide Handholding Support to end users in carrying out the business process
transactions
4.3.1.16 Contingency Plans for Application & Data Recovery
a) In case of Application Crash, effort will be made to bring back the System to working
state through backup / restore and reinstallation procedure. It will be taken up on a
High criticality basis with round the clock support
b) In case of Database Crash, effort must be made to retrieve as much data as possible
from last backup. If required, previous backups will be used to ensure restoration.
Bidder shall be on this job round the clock to restore data
c) Changes in Business Processes / Statutory requirements resulting in modification of

the System and any non-availability of System on account of such changes will not
fall under the Service Level measurements. However, Bidder will ensure business
continuity and ensure System Availability in consultation with CIDCO and other
concerned Vendors
4.3.1.17 Bugs / Fixes Management

Bugs or Fixes Management is an important activity and based on the severity level, it becomes
highly critical. As the parties involved are Users / functional team members of CIDCO,
Application providers and Bidder, SLAs may not be directly defined. Bidder commits
involvement in resolution on ‘best of efforts’ basis as per requirements. Following are the steps
involved:
i. Problem definition
ii. Context definition (thru functional teams as per requirements)
iii. Request Analysis by Bidder
iv. Priority Categorization
v. Logging with OEM and tracking to resolution
a) The Bidder shall address all the errors / bugs / gaps in the functionality offered by
the SAP Solution (vis-à -vis the FRS) at no additional cost during the Operations &
Maintenance Period
b) The Bidder shall identify and resolve application problems like system malfunctions,
performance problems, data corruption etc. due to which the SAP Solution is not able
to give the desired performance
c) The Bidder shall update all available patch / updates to the SAP Solution
d) Bidder is responsible to provide Handholding Support to end users

4.3.1.18 Deliverables
a) Bidder shall as per requirements and ensure proactive and timely support in
identification and provision of solutions including OEM Support for resolution
b) Timely logging of Bugs / Problems
c) Daily / Weekly / Monthly Status Reports to CIDCO & other Project Stakeholders
4.3.1.19 Software Change & Version Control
a) The Bidder shall define the Software Capacity Building & Version Control Process and
obtain approval for the same from CIDCO
b) The Bidder shall maintain Version Control and Configuration Information for any
System Documentation and Application Software
c) It is the Bidder’s responsibility to ensure that all business processes of CIDCO are
captured with absolute clarity and be incorporated as part of SRS and To-Be
documentation for successful implementation. The SRS and To-Be documentation shall
only be accepted post sign-off from CIDCO.
Please Note: It shall be the sole responsibility of the Bidder to document all the
business processes which are to be mapped to the SAP Solution. Any processes which
were missed out during the SRS Study and are identified / discovered in the first six (6)
months of post “Go-live” shall be delivered by the SI at no additional cost.
d) Changes in the SAP System which are mandatorily required for complying to any of the
predefined SLA requirements, FRS or To-be Functional solution cannot be treated as a
separate Change Request, and hence are to be completed by the Bidder at no extra cost
e) All Change Requests submitted by the Bidder will contain an effort estimate, which
would be discussed with and approved by CIDCO
f) All Changes during the Stabilization and Support & Maintenance Phase shall be
subjected to the comprehensive and Integrated Testing by the Bidder to ensure that the
changes implemented in the System meets the desired and specified requirements of
CIDCO and does not impact any other function of the System
g) The Bidder shall submit a Quarterly Report on the changes performed in the System and
Resolution of malfunctions carried out by the Bidder
h) Troubleshoot all possible problems, monitor erratic behavior through Application Logs
i) All Planned Changes to SAP System shall be coordinated within established Change
Control Process to ensure that:
i. Appropriate communication on Change required has taken place
ii. Proper approvals have been received

iii. Schedules have been adjusted to minimize impact on the Production

environment
j) For any Changes to the SAP System, Bidder shall submit a document indicating proposed
Changes, impact to the System in terms of functional outcomes, additional features
added to the System etc.
k) The Bidder is required to obtain approval from CIDCO for all the proposed Changes
before implementation of the same into Production environment and such
documentation shall be subject to review at the end of each quarter of Operations &
Maintenance Phase.

4.3.1.20 User Training
a) The Bidder shall conduct Training Needs Analysis of all the concerned staff and draw up
a systematic Training Plan in line with the overall Project Plan. The Trainings shall be
provided at CIDCO premises or any other premises, as fixed by CIDCO
b) A separate Training Curriculum shall be developed for the following Participant / User
Groups:
CIDCO Training Locations

Sr. No. Type of users No. of users
Belapur Aurangabad
1. Basic Users 400
2. Business Users 200
3. Power Users 75 Approx. 650 Approx.100

participants participants
4. Super Users 30
5. Advanced Users 10
6. Core Team 25
7. Technical Core 10
Team
Please note the following:

Group Officials/Officers/Staff
Basic Users FO/ ADO/AEE/AMO/SO/CT
Business Users AP/DO/ MO
Power Users CLSO / CSSO / CE / etc.
Super Users ACP/ MM etc.
Advanced Users* Any of the Basic, Business, Power or Super users willing and ready to be
trained as “Trainers"
Core Team Core Team will comprise of representatives from different functions at
CIDCO, which are within the scope of ERP implementation. These
representatives will bring with them knowledge of existing processes,
critical requirements, existing constraints, relevant management
policies, information requirements etc.
IT / Technical Core Technical Core Team will comprise of team having expertise in
Team performing different roles for the existing Application portfolio of CIDCO

example: Database Administrator, System Administrator, Report

Writers, Interface Developer, Data Conversion Developers, any
customization, development, security & network management etc. These
representatives will bring with them knowledge of existing applications,
interfaces, constraints, information requirements etc.
c) The Bidder must impart training to all CIDCO staff to make them well conversant with
the functionalities, features and processes built in the System. This is aimed to ensure
smooth operations enabled through System. The Bidder shall train all such employees
and provide relevant training materials to them. The training pedagogy will be designed
to impart hands-on experience with adequate usage of cases and scenarios to the extent
feasible
d) Training schedule shall be so designed in batches that the ongoing/ regular operations
are not affected seriously
e) Size of the training batch should not be more than 20
f) The Bidder shall also be responsible for retraining the staff whenever changes are made
in the System and it is the responsibility of the Bidder to ensure that the staff from
CIDCO involved in the operations until they are familiar with new versions of the
implemented changes
g) Training content will focus on scenarios and case studies with respect to each type of
transaction with the purpose of giving a realistic approach to the trainee on how to
handle a particular case
h) There will be additional emphasis on imparting as much hands-on experience as
required to make the trainees fully conversant and able to work effortlessly on the SAP
System
i) The duration of training shall be finalized jointly by the Bidder and CIDCO. However the
period should be sufficiently long for effecting meaningful assimilation of training
content by an average user
j) There should be at least TWO qualified Trainers from the Bidder’s side in every Training
Session for conducting the prescribed / required Training Program(s)
k) It should be noted that the Training and Hand-holding Support will be an ongoing
activity and should be undertaken as and when required. Such a requirement will be
communicated to the Bidder by CIDCO and would be paid for separately
l) The Bidder shall be responsible for conducting Training as per the scope of work and as
per the detailed training strategy plan – both these documents have to be read in
conjunction. It is the responsibility of the Bidder to identify the exact effort required for

conducting training and quote accordingly in the commercial bid. CIDCO will not
entertain any type of claims caused by delays or wrong estimation done by the Bidder.
In case CIDCO intends to utilize additional efforts from Bidder in conducting training
beyond the scope of the work it would make payments for the same in line with the
man-month rates quoted in the commercial bid
m) In case more than 30% participants of any batch suggest that the training provided to
them was unsatisfactory then the Bidder would have to re-conduct the same training at
no cost to CIDCO
n) Method of Training:
Languages of
Method of
Brief description Training Artifacts Training
training
Material
Class This approach can be a) IT infrastructure and dummy data English
room adopted for CIDCO for hands-on training Marathi
training users. b) Participant handouts
(Hands- c) Online and Paper-based tests to
on evaluate the quality of learning
training) and training
d) Provision for online and paper-
based feedback submission
Self- This will be useful for a) Downloadable Computer Based English
learning CIDCO users to learn toolkits, PPTs and videos on Marathi
System operations in system operations and usage
SAP System. This would FAQs
include several self - b) Online help modules with search
learning methods for by keywords, topic etc.
enabling easy learning c) Online tests that may be taken up
and adoption of the by the participant after completing
System by CIDCO Users the learning to evaluate his
learning
d) Online forms to submit feedback
on the quality of training material

o) Capacity Building Training Program:

Sr. Participant
Participants Course Details Duration
No. Group
1. Basic Users Data Entry operators Working of Computers - An 2 Days
for the SAP System overview of computers and its
systems
MS Windows XP - Operating
System
Working on Linux
MS Office – MS Word, MS Excel, MS

Power point - Overview
Web Browsers and Internet
Trouble Shooting
2. Business Functional Users of Basic Users’ Training, and 10 Days

Users SAP Modules/Core Sensitization with and hands-on
Functions, namely: awareness of CIDCO SAP System –
its functionalities and different
Material Mgmt.
modules, familiarity with the
Human Resources screen, fields and features,
reporting functionality
Project Systems
Quality Management
CRM
FICO
Real Estate
Sales and Distribution
3. Power CIDCO Department Basic Users’ Training, and Role 15 Days

Users Heads for: based trainings and skills
development – provide in depth
Operations

Sr. Participant
Participants Course Details Duration
No. Group
Training working knowledge on:
Engineering & Respective Core Function modules

Maintenance of the SAP and other related
interfaces etc. and understand its
Logistics
correlation with other outputs
Accounts
Reporting and MIS Dashboard
Administa interfaces
Configuration
System Administration
p) Training for Core Team

CIDCO Core Team will be involved in conceptualizing and testing the solution and also
identifying the data to be converted as per the Data Migration Strategy.
To meet the above expectations, CIDCO team needs to be trained on:

i. Standard product functionalities available in SAP to achieve a level of knowledge
of a Certified Product Consultant as per the standard curriculum
ii. Integrated Business Process in SAP
Remaining training needs to be met by the Bidder as required by CIDCO team for the
SAP Implementation.
This Training would be required to be given to approximately 25 officials of CIDCO.
q) Training for Technical Core Team

Technical Core team will comprise of team having expertise in performing different
roles for the existing Application portfolio of CIDCO. For example: Database
Administrator, System Administrator, Report Writers, Interface Developer, Data
Conversion Developers, any Customization development, security & network
management etc. These representatives will bring with them knowledge of existing
applications, interfaces, constraints, information requirements etc. The training shall
cover technical training on all SAP modules the Bidder will implement. The Bidder shall
provide training to a group of around ten (10) officials from CIDCO in Mumbai.

4.3.2 IT Infrastructure at Data Centre, NOC and DR Site
4.3.2.1 Overview
The infrastructure requirements for the Data Center (DC) and Disaster Recovery (DR) for the
SAP System are mentioned below, but not limited to:
a) The Bidder shall be responsible for sizing necessary hardware and determining the
specifications of the same in order to meet the requirements of CIDCO including the
Software Scope of Work and SLA
b) The Bidder shall provide a Bill of Material that specifies the entire infrastructure,
hardware, software, EMS Helpdesk networking components and all additional
components required for the Primary DC and DRC in detail such as Racks, Power and
Cooling Systems, Bandwidth
c) The Bidder shall ensure that effective Remote Management features exist in the Solution
so that issues can be addressed by the Bidder in a timely and effective manner; and
frequent visits to DC can be avoided
d) After commissioning and testing of the entire system at Data Center and Disaster
Recovery Center, the Bidder must ensure that the Data Center is set up as per all the
applicable standards and guidelines defined by DIT (Govt. of Maharashtra) & GoI from
time to time
e) The Bidder shall make provision for sufficient rack space with caging, and sitting space
for minimum of 2 personnel at both Data Center and Disaster Recovery Center.
f) The Bidder shall ensure that Disaster Recovery drills are conducted once every six (6)
months. The reports of all the semi-annual drills shall be submitted to the Department in
a timely manner
g) The Application Server, User Authentication Server, Web-server and Database Server
shall be configured in Fail-over mechanism in N+1 Architecture
h) Bidder shall virtualize the infrastructure for improving utilization.
i) Bidder has factor IP KVM Solution
j) The failover transition time should be negligible and should not impact activities carried
out by the users. Under any circumstances the delay should not be more than 2 seconds
on LAN
k) The Bidder shall perform fail over tests on periodic basis (as defined in Policy) from DC
to DRC in order to check the reliability of DRC and availability of the System
l) A Demilitarized Zone (DMZ) shall be created and all the critical servers shall be placed
inside the inner DMZ. All the internet based traffic shall terminated at the Outer

Firewall. The Outer Firewall shall filter the traffic and allow only authenticated traffic to
the internal DMZ through a Second Firewall placed as a gateway to the internal DMZ
m) Including Intrusion Detection System (IDS) and Intrusion Prevention System (IPS) at all
levels shall be essential while designing security for DC and DRC
n) Networking Equipment’s at all levels shall be essential while designing for DC and DRC
o) Equipment or component failure / abnormal termination should lead to automatic-
failover or bypass to ensure continued network availability
p) The Bidder shall create Digital Display Wall inside the Network Operations Center
(NOC). This Display shall serve as an overall Dashboard of all the Systems functioning as
a part of this Project. NOC will be operating from CIDCO office at Belapur which would
be operational 24*7.
q) The Bidder will have to additionally provision for shifting approximately 2 Rack
components for other infrastructure components, Other server etc., mentioned in the
AS-IS section from the current infrastructure to the new DC deployed by the Bidder.
r) Bandwidth capacity for Internet Links between DC – DR, shall be designed with
redundancy by the Bidder. The link would also be connected to CIDCO Belapur and
Raigad Bhavan apart from DC & DR. The same shall also be procured and maintained by
the Bidder as a part of the scope of this Project.
s) Any other components that will be required for running the System successfully shall be
provided by the Bidder.
t) NOC : CIDCO proposes the main Bidder to host the project at Certified Tier– III Data
Centre facility for design and facility in Mumbai/ Navi Mumbai. The SI will have to create
a fully functional NOC area at the CIDCO office of Belapur in Navi Mumbai to monitor and
control the infrastructure at the Data Centre. The required infrastructure to meet the
project deliverable will have to be accounted for in the financials of this Bid by the
Bidder.
u) The Bidder’s responsibility will also include designing, sizing, procuring, development
and testing, implementing, training and maintaining of the System along with Software
Development Life Cycle activities (SDLC) including customization, parameterization,
interface and implementation of application software, training, etc. Activities related to
the Migration of the data from the existing application to the new solutions and co-
existence is completely part of Lead Member / Bidder’s scope.
v) The SI will be responsible for providing all the details of the Bill of material (BoM) and
specifications of the IT infrastructure proposed (procured / reused), licenses of the
system software, all other equipment proposed as a part of its Technical Proposal with

part numbers for the same. The financial quote submitted by the SI should include costs
for all items required to successful running of all the applications.
w) The SI will implement the SAP solution in three consecutive steps as mentioned below:
Step 1: Development of SAP ERP Solution (it is proposed that application
development will be at SI’s own CMMI level 5 Development Centre and not at
CIDCO premises) along with all the necessary hardware and software.
Step 2: UAT
Step 3: Go live
x) The SI, in case of deployment/customization of pre-existing product / solution, should
necessarily obtain certification from the respective software vendors mentioning that
the infrastructure proposed is sufficient for the specified number of users and fully
meets the performance and scalability requirements of the Project as stated in this RFP.
It may be noted that any Bids without such certification shall be liable for
disqualification
4.3.2.2 Proposed Data Centre Architecture

The Bidder shall deploy the DC in (N+1) cluster mode. The Bidder shall deploy servers and host
the SAP System in the DC with hot backup. System Integration Services - Design, Procure,
implement and commission all the data center physical, IT as well as Non-IT components.
Overall asset management and augmentation of hardware components as required.
a) The Server technology proposed for the SAP System should be best of the breed, latest,
tested, be a stable release from the OEM vendor, be based on the latest platform
enabling technology and have Remote Access Service (RAS) feature. Bidder must refer
to Appendix - 02 for minimum technical specifications
b) The SAP System shall be designed for Active-Active operation and the Database shall be
sized for Active-Passive operation (however, the Bidder may propose Active - Active
operation for the Database if deemed imperative for the functioning of the Solution as
per the SLAs). The configuration should be such that there is efficient distribution of the
load in the configuration and if a failover occurs, then the server running should be able
to take full load of the failed server without impacting the application response to the
end user
c) All the components within the server such as power supply, FAN, IO slots etc. should be
hot swappable and should incur no downtime due to component failure. All the servers
proposed shall have dual power supplies. In case of failure of one power supply, the
second power supply should be able to take the full load without causing any
interruption in services. All servers should have a minimum 10 Gbps network (NIC- IPv

6 compliant), HBA / FC interface cards installed on different slots. Each of these cards
will be cabled from a different module on the switch
d) The Bidder shall size, design, procure, commission and maintain the hardware and
related software for the System as per requirements specified in the RFP for the entire
period of contract
e) All the core servers suggested should have dual power supplies. The power input to the
power supplies will be from separate UPS. In case of failure of one power supply, the
second power supply should be able to take the full load without causing any
interruption in services
f) The servers should be base lined with the necessary security and compliance standards
in line with the proposed solution
g) CIDCO recommends deployment of blade servers for the proposed virtualized set up to
the best possible extent for the SAP System
h) The Bidder shall submit TPC or equivalent Benchmark Reports for the proposed
hardware
i) The Bidder shall submit the Product Roadmap for all the proposed solution components,
as a part of the proposal
j) The details of the infrastructure proposed by the Bidder should be provided by the
Bidder in the Appendix 01 Details of IT Infrastructure format of this RFP
k) The rates for procuring infrastructure and hosting DC and DRC should also be accounted
for in the Commercial Proposal
l) Environments
The Bidder shall provide physically separate adequately sized hardware for the below
environments:
i. Test and Development & Quality Servers sizing should be as per the sizing
requirements given. There should be 25% available space for vertical
scalability within the Test and Development Server
ii. Migration Servers should be sized as per the sizing requirements given.
iii. Training Servers should be sized to support Training Programs for 200
personnel logged in concurrently.
iv. Servers recommended for the above three environments should be of the
same class (similar processor and OS platform) as that of Production setup

4.3.2.3 Hardware Infrastructure Sizing
4.3.2.3.1 Sizing Matrix

The objective of this exercise is to demonstrate that the proposed hardware meets the terminal
year sizing and provides the required service levels in terms of number of the necessary
transactions. The details provided in this section are required for the Bidder to consider
appropriate design and sizing for the DC and DRC (hardware, software etc.) as per the
requirements of this RFP for the period of the contract.
Minimum
Recommended
Internal Disk Disk (GB) -
SAPS at 65% RAM (GB)
(GB) - OS & Database
CPU
SWAP
DEVELOPMENT SYSTEMS
SAP ERP 3000 24 146 100
SAP CRM 4000 32 146 100
SAP Portal 4000 32 146 100
SAP NetWeaver Business 4000 32 146 100

warehouse
SAP NetWeaver Folders 4000 32 146 100

Management
SAP NetWeaver Process 4000 32 146 100

Orchestration
SAP NetWeaver Foundation 4000 32 146 100

for 3rd Party
SAP Business Objects BI 4000 32 146 100
QUALITY SERVERS
SAP ERP 3000 24 146 200

Minimum
Recommended
CPU
SWAP
SAP CRM 4000 32 146 200
SAP Portal 4000 32 146 200
SAP Netweaver Business 3000 24 146 200

Warehouse
SAP NetWeaver Folders 4000 32 146 200

Management
SAP NetWeaver Process 4000 32 146 100

Orchestration
SAP NetWeaver Foundation 4000 32 146 100

for 3rd Party
SAP BusinessObjects BI 4000 32 146 200
PRODUCTION SERVERS
SAP ERP
Database Server 4800 38 146 700
Central Instance 4800 38 146
Application Server 11200 90 146
SAP CRM

Minimum
Recommended
CPU
SWAP
SAP Portal
SAP Netweaver Business

warehouse
SAP Netweaver Folders

Management
SAP NetWeaver Process 4 Cores 64 146 500

Orchestration
4 Cores 64 146 500

SAP NetWeaver

Minimum
Recommended
CPU
SWAP
Foundation for 3rd Party
SAP BusinessObjects BI 10000 64 146 300
SAP Solution Manager 4000 16 146 200
4.3.2.3.2 Sizing Considerations

The indicative Bill of material for IT Infrastructure to be deployed on this Project and the
minimum technical specifications for the IT Infrastructure are provided the RFP respectively.
Please note that these are the minimum requirements only. The Bidders are required to
carefully assess the requirements of this RFP and size the infrastructure accordingly. Bidders
are free to propose any higher / additional infrastructure that may be required as per their
proposed solution to meet the Project requirements, its scope of work and SLAs as listed in this
RFP.
The Infrastructure (Hardware and Software) proposed and deployed by the SI should:
a) Comply with the minimum technical specifications mentioned in this RFP.
Bids/Proposals which do not meet the minimum IT infrastructure specifications
given in this RFP will be summarily rejected. In case the infrastructure
corresponding to current minimum specifications is not available at a later year, the SI is
required to provide at least the closest higher match available, after obtaining written
approval from CIDCO
b) Adhere to the minimum service level requirements. IT Infrastructure proposed by the SI
which will not meet the minimum service level requirements will have to be upgraded. If
the SI is not able to meet these requirements, CIDCO will have the right to terminate the
Contract
c) Be in line with industry standards and from reputed industry leaders. All technology
proposed should be latest and proven

d) None of the components and sub-components should be declared "End-of-support ‟ by

the respective OEM till the end of the project tenure. If any components and sub-
components is declared end –of-support bidder has to replace the same free of cost
during the project tenure. Bidder will be required to replace the product with a suitable
higher alternate for which support is provided by the OEM at no additional cost to
CIDCO and without impacting the performance or timelines of the Project
e) Item should Not be second-hand or used items.
f) Be purchased within last two months (for new infrastructure) from the date of
deployment and documentary proof for warranty and proof of purchase (unless existing
infrastructure is being reused) should be produced at the time of deployment of
infrastructure
g) Be ready and functional before commencing any kind of services
h) Include any components, sub-components, assemblies, sub-assemblies necessary to
meet the requirements of the RFP without any additional cost to CIDCO
i) Be compatible with infrastructure at SDC and MHSWAN
j) The bidder should provide requisite licenses for all the system software required for
servers and related components including, but not limited to industry standard 64-bit
Operating System, Enterprise class Database Software, Clustering and High Availability
Software, Compilers, Multi-Pathing software, File Systems, Volume Managers, OS
hardening and verification tool and all other required software and or applications etc.
with sufficient number of licenses
k) Servers offered should have latest generation and highest clock speed processors/ CPU
at the time of supply
l) For the servers in cluster mode (application & database) Bidder should provide 100%
load support in case of a failover
4.3.2.3.3 Other Sizing Parameters
a) The hardware and storage sized for all the applications should be fully redundant &
scalable (vertically and horizontally)
b) The proposed hardware for the System should have a provision for at least 30%
additional CPU and Memory within the Server Box to address future scalability of
Database Tier and horizontal scalability of Web and Application Tier.
c) The Bidder at all times has to ensure that the sizing done confirms to the service level
requirements of the CIDCO. In the event, these requirements of the CIDCO are not met at
any point during the contract period, SI would need to deploy additional resources to

meet the performance levels, failing which penalty would be levied as prescribed in the
RFP.
d) SI also has to perform pro-active monitoring of the solution to ensure that before any
breach happens they have sufficient time in procuring and installing the additional
components. At no point in time should the CIDCO be made to suffer on account of the
vendors delay to procure the additional resources.
e) At any point in time during the contract period, during business hours, the average CPU,
Memory, Hard Disk utilization should not exceed 65% threshold and same is the
threshold (70%) for storage utilization
f) Bidder is responsible to arrive at the sizing independently. CIDCO is not responsible for
any assumption made by SI with respect to the sizing. In the event the sizing quoted by
SI does not meet the performance / service levels of CIDCO. SI will at their cost carry out
the necessary upgrades / replacements. CIDCO will not pay any additional amount
during the period of the contract.
g) The proposed hardware sizing should take into account the virtualization for individual
solutions which are part of other solutions list. Each virtual environment shall have its
OS instance (kernel) which can be started (booted), stopped (shutdown) and upgraded
(patches and fixes) independent of all other VMs (Virtual Machines) on the server. The
approach and methodology for the same should be discussed and approved with the
CIDCO. Bidder has to provide the solution for virtualized environment with boot from
SAN and for stand alone server operating system can be implemented with internal disk
of server.
h) All production data should be on Redundant Array of Inexpensive Disk (RAID) 1+0.
Bidder should design and size, procure, install and maintain the storage solution based
on the projections mentioned in the RFP.
i) The non-production data should be on Redundant Array of Inexpensive Disk (RAID) 5
4.3.2.3.4 System Operations & Maintenance Services

Undertake all operations & maintenance services of all the components being procured and
installed to ensure that overall uptime commitment of 99.00%.
4.3.2.3.5 Backup / Restore Services

Design, procure, implement, operate and maintain the shared backup and restore components
and provide backup and restore services to the department. The Bidder will have to maintain
the backup on tape. All the tapes used for back up should not be used beyond the manufacturer
mandated write cycles and other lifecycle defining parameters. Bidder needs to provide
separate backup server. The database backup should be SAN based and web and application

level backup can be LAN based. The backup window for the full back up should be of maximum
8 hours post production.. CIDCO will provide adequate storage space for backup tapes at a
different location. Transportation & other logistics for the backup media tapes movement has to
be Bidder responsibility. Tape Vault to keep the media tapes has to be supplied by the bidder at
CIDCO Bhavan, Belapur.
Schedule for backup
Sr No Type of Back Schedule Time
1 Full backup Weekly , Monthly 8 Hours
2 Incremental Backup Daily 2 hours
4.3.2.3.6 Storage Services

Design, procure, implement, operate and maintain the shared storage components and provide
storage administration and management services to the users in the department. For NAINA
project the data will be on separate storage. Please refer appendix 02 for the specification.
4.3.2.3.7 Security Services

Design, procure, implement, operate and maintain the shared security components like Firewall
with IPS, DDOS, Antivirus for providing security services to the user departments
4.3.2.3.8 OS and Database support services

Provide administration, patches upgrade and update management services for OS and Database
to the user departments SI has to factor in Application specific user license for all the
environments – Production, Test & Development, Migration and Training
4.3.2.3.9 Performance Monitoring and Capacity Management Services

Design, procure, implement, operate and maintain the EMS and other monitoring components
as well as provide related performance monitoring and capacity management services. Detailed
service levels for the SLA are given in the RFP
Please Note: The Bidder will be completely responsible for DC uptime and SLAs; the CIDCO will
not relax any requirements therefore the SI is required to plan for all contingencies

4.3.2.4 NAINA Project

CIDCO been appointed as the Special Planning Authority for NAINA, the major task at hand for
CIDCO is to consolidate and store the massive amount of data collected during these surveys.
Considering the sheer amount and nature of data being collected in these surveys the total
space requirement has been estimated to be approximately 120 TB. Data which will be online
would be about 25TB and rest will be archived. Bidder has to factor all the hardware at both DC
and DR.
Proposed Architecture Diagram
Indicative Server Details:
Sr. Server Hard Processor No. of

Description Quantity RAM Core
No. Type Drive Type Processors
1. Blade DC 2 32 600GB/3 Xeon E5- 1 8Core
Server Web/App GB 2687W
2. Blade DC Database 2 64GB 600GB/3 Xeon E5- 2 16Core
Server 2687W
3. Blade DR 1 32 600GB/3 Xeon E5- 1 8Core
Server Database GB 2687W

4. Blade DR 2 32 600GB/3 Xeon E5- 1 8Core

Server Web/App GB 2687W
Bidder needs to factor all the necessary hardware, Networking and software which included but
not limited to OS, Database, backup for Naina project and it will be hosted along with the ERP
application.
4.3.2.5 Disaster Recovery

DR Site: Additionally a ‘Disaster Recovery’ site (DRC) is also proposed to be set up in a different
seismic zone, which is a sole responsibility of the SI. This DRC is proposed to be a 50% replica of
DC in computing only.
The SI has to set-up the DRC in a Tier III facility in a different seismic zone as compared to the
DC.
The details of the infrastructure procured by the Bidder for DRC Site should be provided by the
Bidder has to put the details of all infrastructures in the Appendix 01 Details of IT Infrastructure
format of this RFP.
The rates for procuring infrastructure and Site for this option should also be accounted for in
the Commercial Proposal.
The quantity and specifications of core infrastructure to be procured by the Bidder for DRC Site
should be carefully sized by the Bidder keeping in view the SLAs including mandatory DRC drills
as per the DR policies and other requirements of this RFP. It is however to be noted that the
service levels and Quality-of-Service requirements of the Project are the same – whether the
system runs on Primary Data Centre or on the DRC.
4.3.2.6 Site Preparation

The selected SI will be responsible for the site preparation at all the locations under the purview
of this Project. The minimum site preparation requirements for various locations are given in
the table below. The selected SI has to deploy all infrastructures and prepare the site so as to
meet the SLAs mentioned in this RFP.
Minimum Site preparation Requirements per

Sr. No. Location
Site/Location
1. Data Centre The Project has to be hosted by the Bidder at a Data
Mumbai, Navi Mumbai; which is Certified Tier – III

facility for both design document and facility. The

Bidder will have to run the infrastructure in such a
manner to ensure every requirement of a fully
functional Tier-III Data Centre is met.
2. NOC Area The Bidder will have to create a fully functional NOC
area at the CIDCO, Belapur office to monitor and
control the infrastructure at the DC. The department
will only provide power and the premises at the
CIDCO, Belapur office. All other requirements of the
NOC area including monitoring terminals, Digital Wall,
civil works, back-up power, etc. are the responsibility
of the SI. The NOC must cater to functions like:
a) Monitoring operations of all backbone links
and network devices
b) Ensuring continuous operation of servers and
services
c) Providing quality support for network users.
d) Troubleshooting of all network and system
related problems
e) 24 hours a day, 7 days a week supervised
operation by highly skilled network and
system engineers
f) The bidders will have to specify the actual area
with proper specifications in their respective
bids
3. Disaster Recovery Centre The selected SI will host the System at a site in another
(DRC) seismic zone. SI will have to make provision for all
requirements of the DRC also provide for a suitable
location. The SI can build their own Tier III certified
DRC or set-up the DRC in a Tier III certified facility in a
different seismic zone as compared to the DC.

4.3.2.7 Installation, Configuration and Operationalization of IT Infrastructure

The SI is responsible for preparing the sites, installation and configuration of the entire
infrastructure set up, including but not limited to the following:
a) All IT infrastructure including operating systems and any other system software
required for making the infrastructure operational and tuned for satisfactory
performance.
b) LAN and other network infrastructure
c) Requisite monitoring tool
i. CIDCO should be able to measure and monitor the performance and utilization
of deployed infrastructure at all Project locations and all SLAs set out in this RFP
ii. The monitoring and measurement tools deployed by the Bidder may be assessed
periodically by CIDCO by itself or by any of its nominated agencies
a. The SI will ensure that the reports for monitoring of most of the SLAs such as
system uptime, connectivity uptime, performance of servers etc. are generated
automatically from the system and the applicable penalties are calculated as
indicated in the RFP
b. CIDCO also reserves the right to procure and deploy its own SLA monitoring tool
for monitoring of SLAs during the course of Contract
Sr. No. Activity Description
1. System Overall monitoring and management of all IT and Non-IT

Administration and infrastructure deployed by the SI for the Project including
Troubleshooting Server Infrastructure at DC & DR, CIDCO locations,
networking equipment& connectivity, system software,
application, database, and all other services associated with
these facilities to ensure service levels, performance and
availability requirements as prescribed in the RFP are met.
a) Repair or replace infrastructure deployed for this
Project, either directly or through a third party warranty
provider depending on the case
b) Replace component due to technical, functional,
manufacturing or any other problem with a component
of the same make and configuration. In case the
component of same make and configuration is not
available, the replacement shall conform to open
standards and shall be of a higher configuration and shall

be approved by CIDCO
c) Perform system administration tasks such as managing
the user access, creating and managing users, taking
backups etc.
d) Performance tuning of the system to ensure adherence
to SLAs in this volume of RFP and performance
requirements as mentioned in Technical Details
2. Network Continuous monitoring and management of all nodes of the
Administration & network during the working hours and restoration of
Trouble Shooting breakdown within prescribed time limits and generate
periodic reports on network utilization on different
segments and optimize the network usage based on different
traffic pattern.
Coordinate with the network service providers to maintain

smooth network operations and ensure uptime and
performance requirements of the IT infrastructure as
indicated in the RFP are met. The SI will be totally
responsible for all networking equipment installed
3. Database Undertake end-to-end management of database on an
Administration & ongoing basis to facilitate smooth functioning and optimum
Trouble Shooting utilization including regular database backup and periodical
testing of backup data, conducting configuration review to
tune database, maintaining the necessary documentation
and managing schemes to database schema, disk space, user
roles, and storage.
4. Server Deployment Ensure successful deployment of ERP Solution on the web
and Support server and their integration with backend database server.
Also provide support for troubleshooting of application
servers/ web servers, for their best performance and
availability. Maintain an updated knowledge base of all the
published security vulnerabilities and virus threats for
related application software / server services, including, but
not limited to, operating systems, application servers, web
servers, databases, etc.
5. Overall Undertake preventive maintenance (any maintenance

activity that is required before the occurrence of an incident

with an attempt to prevent any incidents) and carry out the
necessary repairs and replacement of parts wherever
needed to keep the performance levels of the hardware and
equipment in tune with the requirements of the SLA. Such
preventive maintenance shall not be attended during
working hours of CIDCO, unless inevitable and approved by
CIDCO.
a) Undertake reactive maintenance (any corrective action,
maintenance activity that is required post the
occurrence of an incident) that is intended to
troubleshoot the system with sufficient teams
b) Escalate and co-ordinate with its OEMs for
problem resolution wherever required
c) Bidder will be required to develop various policies relating
to monitoring and management of infrastructure such as IS
Policy, backup and archival policy, system software update
policy etc. and have them approved from CIDCO during the
design and implementation of the project. These policies
may need to be updated by the SI from time to time during
the period of Contract as required to meet the
requirements of the Project
4.3.2.8 Day-to-day operations and maintenance support

The SI shall be responsible for the day to day maintenance of the system for the entire period of
Contract. An indicative list of activities and nature of support to be provided is mentioned
below.
Please note that this is only an indicative list. Any other activity, over and above these, as may
be deemed necessary by the SI to meet the service levels and requirements specified in this
Contract are also required to be performed by the SI at no additional cost.
4.3.2.9 Information Security

Security of implemented system and the data contained therein is paramount for the success of
this Project. The accuracy of the data assumes equal importance as the Land, Citizen data once
entered is expected to help generate all forms and reports required. Hence, the SI should take

adequate security measures to ensure confidentiality, integrity and availability of the

information.
An indicative list of requirements / activities to be performed by the SI is mentioned in the RFP.
Bidders are requested to note the following:
a) Failure to abide by any of the requirements during the Contract Period will be
interpreted as breach of security and breach of Contract
b) In any circumstances, the SI will be fully held responsible for any security breach that
may occur in the system during the period of Contract. The SI will be required to
perform a detailed root-cause analysis for the security breach and make necessary
amends to ensure that no such incidents are repeated
4.3.2.10 Business Continuity and Disaster Recovery

The SI is expected to develop a Business Continuity Plan (BCP) and Disaster Recovery Plan
(DRP) for CIDCO’s operations carried out by the SI. An indicative list of activities to be
performed by the SI is mentioned below:
a) Designing and implementing adequate data backup, business continuity and restoration
procedures for CIDCO data (including but not limited to the database, attachments and
all other data elements created in and generated by the system and users)
b) Ensuring that there is no single point of failure and adequate level of redundancy is built
in to meet the uptime and other requirements of this RFP. While building redundancies,
it should be ensured that failure of a single component of communication link does not
result in failure of primary as well as secondary connectivity. CIDCO will provide MPLS
WAN network for connecting CIDCO offices to the Data Centre. SI has to provide all
network infrastructures for termination of the leased line to the Data Centre. SI also has
to provide two leased lines from Data Centre to CIDCO Bhavan, Belapur for NOC and SDC
connectivity. All the redundancy will be in auto fail over mode so that if primary
component fails, secondary component automatically takes over
c) Ensuring data backup till the last transaction occurring in the system to ensure
enhanced service levels and following RPO and RTO objectives:
a. RPO and RTO <= 2 Hours / 4 Hours
d) Project Documentation
i. Detailed Bill-of-material and Infrastructure sizing report

ii. Solution design and architecture
iii. Configuration files of the infrastructure
iv. User manuals
v. Standard operating procedures
vi. Information security management procedures

vii. Business Continuity plan and Disaster Recovery plan
viii. Any other required documentation
The documentation should be in line with defined industry standards. The SI should obtain sign-
off on all the deliverables (documents and milestones), including design documents, standard
operating procedures, security policy, procedures from CIDCO, etc. and shall make necessary
changes as recommended before submitting the final version of the documents.
Note: Sign-off / approval of the various documents by CIDCO or any of its nominated agencies
does not however absolve the SI of his responsibility to meet the service levels and other
requirements as specified in this RFP.

4.3.3 Facility Management and Centralized Helpdesk
CIDCO intends to set up a central Helpdesk in order to provide CIDCO personnel and external
users of its system a one-stop solution for resolution of all their IT and business process related
queries / grievances. An indicative list of activities that the SI would be required to perform for
set-up and operationalization of the Helpdesk are detailed below.
All users of the system should be able to log a request in the system using any of the following
channels:
a) Email
b) Telephonic call on the Toll-free Helpline
c) Through intranet for CIDCO users or ERP Solution for external users
The detailed description of activities to be performed by the SI for the Helpdesk is as listed
below:
4.3.3.1 Facilities Management

This section describes, but does not limit, the services required by the CIDCO for the Solution
proposed as part of this RFP at the Data Centre, NOC and Disaster Recovery Site. CIDCO intends
that the contract which is contemplated herein with Bidder shall be for the tenure of the
contract from the date of signing the contract or acceptance of the pilot, and shall cover all
Deliverables and Services required to be procured or provided by Bidder during such period of
contract. Bidder is expected to provide and quote costs for helpdesk agents as well. Bidder
needs to consider and envisage all services that would be required in the maintenance of the
facilities. FM for all purposes means all Annual Maintenance Contract (AMC), warranties, ATS
(Annual Technical Support) for all applications and interfaces provided, quoted and developed
by Bidder and all other costs necessary and incidental for the maintenance and support of the
infrastructure and equipment.
a) Bidder is expected to develop a methodology for conducting the FM for CIDCO based on
the requirements. The personnel being deployed by Bidder for critical, key activities of
FM at the CIDCO should be employees of Bidder’s firm. Bidder is completely responsible
and should duly meet the SLA requirements of the bank as stated in this document.
b) The Facility Management services would at least include:
i. Hardware Management (Servers, Storage, etc.)
ii. System Administration
iii. Helpdesk Management
iv. Software Distribution

v. Software License Management

vi. Software maintenance
vii. Updates/Upgrades/New releases/New versions/Patch Management
viii. LAN and Server Administration
ix. DC, DRC Management
x. Data space management
xi. Data Backup and Recovery for Shared Databases
xii. Database Administration activities for Database
xiii. Operations Management
xiv. Warranty
xv. Application management including day–end, day-begin, month-end, year–end,
periodic and daily backups
c) Bidder should provide the resource deployment plan for entire duration of the contract
Bidder will be solely responsible for providing and maintaining all services as
mentioned above for all third party support applications quoted by Bidder as a part of
their proposal
4.3.3.2 Enterprise Management System

a) In addition to the hardware and software requirements laid out in the RFP, Bidder is
required to also design size, supply, implement and maintain an Enterprise Management
System (EMS). The EMS should be able to support the proposed hardware and software
components at DC and DRC over the tenure of the contract. The EMS should be capable
of providing early warning signals to the CIDCO on the Solution performance issues, and
future infrastructure capacity augmentation. The EMS should also support single pane of
glass visibility across multiple areas of monitoring.
b) Bidder is required to design, supply, install, train, customize, test, implement, rollout and
maintain the EMS application and hardware at the DC and DRC as per the requirements
of this RFP. Bidder is expected to provide and implement an EMS encompassing the
following functions:
i. Configuration Management
ii. Fault Management
iii. Incident, Problem and Change Management
iv. Asset Management
v. Remote Control
vi. SLA management & monitoring
vii. Performance management
viii. Monitoring Backup and Management
ix. Event Management

x. Server, storage and other infrastructure management
xi. Monitor network components of the LAN & WAN
xii. Network Link Monitoring
xiii. Other modules as required by Bidder to meet the requirements of the RFP
c) The proposed EMS should be extended to the existing set of servers listed in the AS–IS
section (Other Servers and IT Infrastructure Available) for monitoring and management
of the equipment.
d) Also the EMS solution should be extended to any new device which will be added by
CIDCO in future. All the license procurement; if required, for management and
monitoring of new devices will form as a part of the change request. During the course of
project period, if any new hardware or software is to be deployed at DC and / or DRC by
CIDCO’s Agency, the Bidder should help the CIDCO's Agency to install and configure the
hardware as well as software in DC and / or DRC. The Bidder will do monitoring as well
as provide necessary SLA reports through EMS. Hardware and software maintenance
will be done by the CIDCO's Agency. Security and Network configuration will be the
responsibility of Bidder.
4.3.3.3 Helpdesk
CIDCO intends to have an integrated help desk for internal employees which should be part of
Enterprise Management Solution.
CIDCO requires Bidder to establish and maintain a Help Desk to service, track and route
requests for service and to assist end users in answering questions and resolving problems
related to the application covering basic functionality, hardware, network, DC and DRC
equipment etc. at all the branches & offices. This helpdesk shall be the Single Point of Contact
(SPOC) for all users and IT services staff .This helpdesk becomes the central collection point for
service staff contact and control of the problem, change, and service management processes.
This includes both incident management and service request management. This will be the first
level of support as part of L1.
It is also expected that a second level of centralized support (L2) also be maintained at the same
location from where the various zones can be serviced in case of problem escalation. If a
problem is not resolved by telephone and the End User declares the problem to be of an
emergency nature, Bidder shall dispatch a helpdesk representative/support
personnel/Engineer who will provide Desk Side Support Service according to service levels
given. Bidder is also expected to log each call made to the helpdesk and issue a ticket number

for all calls entered. The helpdesk solution to have the capability to upload frequently asked
questions and solution.
Bidder is expected to procure, implement, commission, and maintain the helpdesk. The
helpdesk should act as a single point of contact for all users whether for service requests,
incidents or problems. It should encompass Helpdesk, Asset Management and Vendor
Management. In addition, it should offer a focused approach for delivering integrated Service
Management. It should provide an interface for other functions in IT Services Continuity
Management like maintenance contracts, software licenses, Service Level Management,
Availability Management, and Financial Management.
For all CIDCO IT services, Bidder shall provide the following integrated user support and help.
At a minimum these services shall include:
a) Establishing a help desk as a Single Point of Contact for all services;

b) Providing telephonic and / or electronic mechanisms for problem reporting requests for
service, and status updates;
c) Routing of non- bidder supported actions to the appropriate service provider within
specified minutes after acknowledgement receipt of the trouble ticket of Bank-
supported applications;
d) Tracking of problems from initial call to restore to service. This includes problems
redirected to non- bidder service providers;
e) Notifying users of problem status and resolution;
f) Monitoring systems to proactively determine, diagnose, and resolve problems. This
includes notifying customers and all service providers of known problems and alerts;
Bidder shall provide efficient and prompt solutions to operational problems of end users
concerning the application systems and IT infrastructure. Bidder shall implement effective
helpdesk management procedures to leverage the knowledge gained in providing faster and
better solutions, create knowledge bases and prevent recurrence of problems.
4.3.3.4 Site Preparation at Helpdesk

The SI has to operate the central Helpdesk on a 9: 00 AM to 7: 00 PM basis from CIDCO Bhavan,
Navi Mumbai along with remote option during specified days of calendar year. The space for the
Helpdesk will be provided by CIDCO.

The SI will be responsible for the site preparation at the proposed Helpdesk location. The
minimum site preparation requirements are given in the table below. The SI has to deploy all
necessary infrastructures and prepare the site so as to meet the SLAs mentioned in the RFP.
Sr.
Location Minimum Site preparation Requirements per Site
No.
1. Helpdesk a) Adequate firefighting equipment
(Space to be b) Generators
provided by c) UPS with at least 30 minutes of backup upgradeable to 2 hours. The
CIDCO) minimum battery backup required to be provisioned by SI is 30
minutes
d) Structured cabling for Electrical and Network Wiring and Cabling.
The SI needs to undertake the assignment to design, lay & maintain
structured cabling for providing electrical and network connectivity
to all the required devices. The cabling done should ensure adequate
rodent protection, protections at difficult corners of the building,
waterproof cabling. The cabling should be done in a manner so that
least changes are required for future expansion & should also be
resistant to wear & tear.
e) Required Furniture for seating operators
f) Toll-free number with 5 lines
g) Air-conditioning if deemed necessary by the Bidder
h) Please note that Civil works, flooring etc. for Helpdesk, is not
required to be done by the SI as part of this Project
4.3.3.5 IT Infrastructure at Helpdesk

The SI will be responsible for procurement, installation, commissioning and operating the IT
infrastructure required for the smooth functioning of the Helpdesk. The minimum IT
infrastructure to be provided at Helpdesk is provided in the RFP
The detailed scope of work including indicative list of activities to be performed with respect to
the Infrastructure component of the Helpdesk is similar to that of infrastructure at various
other office locations.
4.3.3.6 Application Software at Helpdesk

The SI will be responsible for installation of application software at the Helpdesk under the
purview of this Project.

4.3.3.7 Helpdesk Operators

The SI is required to provide operators at Helpdesk for operating and managing the Helpdesk
on a 9:00 AM to 7:00 PM basis – this includes remote operations for the specified days of
calendar year. The operators would have to perform various activities including:
a) Understanding the query/issue in the reported request. Query could be related to the
following:
i. hardware including issues related to desktop/laptop, printer/multi-function
device, local server, routers/switches
ii. application including login and password issues, accessing a particular module,
navigation assistance, report generation assistance
iii. network including internet/intranet and Tablet PC connectivity
b) Providing information/ clarification on the spot in case of an informational query or
providing necessary troubleshooting assistance in case of a logged issue
c) Forwarding the query to concerned CIDCO personnel in case the SI’s personnel does not
have sufficient knowledge to answer the information sought and the query pertains to
CIDCO procedures / policies. The answers to such queries should also be recorded in the
knowledge base for future reference
d) In case of technical issues for which a resolution is not possible instantly, the operator
will submit the request into the system for escalation and further action by the Bidder’s
team
4.3.3.8 Toll-free Line

a) The SI is required to provide the Helpdesk services over a Toll-free number. At least 5
lines should be available 9: 00 am to 9:00 PM for the Helpdesk services
b) Any one-time charges such as those for procurement, development, registration,
commissioning etc. of the Toll-free lines and any fixed recurring charges such as
monthly rentals etc. will be borne by the SI for the period of Contract
c) Any applicable call charges shall however not be payable by the Bidder and need not be
accounted for in the Total Contract Value. The same will be borne by CIDCO
d) The phone lines would have to be procured in the name of CIDCO
4.3.3.9 Helpdesk Capacity

The SI is required to provide a minimum 5 seater Helpdesk with 5 phone lines during all hours
However, if the SI believes that in order to meet the SLAs, additional capacity is required, the
same may be provided by the SI. It is also to be noted any supervisors required for the Helpdesk
operators would be over and above the 5 operators mentioned.

4.3.4 General Requirements
Following structure is formulated for CIDCO’s day-day working structure:
Steering committee
CIDCO Project Organization
Project
Project Director Management
Consultant
Functional teams Technical team
Accounts, Personnel, IT Team (In-House

Planning, Lands, Developers,
Estate, Engineering Contractors), Facility
etc. Management Team
Project Manager (SI)
Team 1 Team 2 Team 3
4.3.4.1 Project Management from SI

a) The SI need to deploy full-time Project Management team from his/ her side and a
“Project Manager” who would be a single-point contact for CIDCO for monitoring day-
to-day progress on the Project. The bidder also needs to deploy select experts from
SAP Consulting for review of the solution for key modules such as Real Estate,
Project Systems and FICO. These experts will be deployed for the entire duration of
implementation and will be responsible for ensuring the optimal design, development,
configuration and testing of these modules. The Project Manager should be stationed
full-time at CIDCO designated office atleast till the time of Project Go-Live with the
Project Team. The Project manager would be required to interact regularly with CIDCO
to address issues or provide updates in Project progress. To facilitate this interaction, a
CIDCO core team would be constituted by the CIDCO’s top management. The members
of this CIDCO team will have clearly defined roles. The Project Manager will interact
with the respective members of CIDCO’s team for the Project

b) In the notified and approved absence of Bidder’s Project manager, an alternate

resource on the Project team should be assigned the role of the Project manager
c) The SI is required to deploy a web-based Project monitoring tool that will allow
CIDCO to view and monitor the progress of various activities, tasks, resource
deployment etc. at various locations and at various times against planned timelines
and targets
d) It will be the responsibility of the SI to ensure that this tool is updated daily to allow
CIDCO to view the latest developments on the various activities
e) This tool and the related reporting is required to be in place within 2 months from the
date of signing of Contract; and should be available to CIDCO till the End of Contract
f) Besides the monitoring tool, review meetings (weekly till 6 months after Go-live and
fortnightly after this period) will be held with CIDCO to take stock of the progress
made in the Project over the previous week and discuss any issues / challenges being
faced by the team. All important team members of the SI involved during that stage of
the Project should be present for these review meetings. Apart from the proposed
review meetings, CIDCO may schedule any other meetings from time to time. The SI
should ensure that the relevant team members are available for any such meetings
scheduled by CIDCO
g) Weekly status reports on the progress made during previous week, key activities
planned in next week, and progress against planned milestones, issues and escalations
if any etc. should be submitted to CIDCO by the Bidder’s Project Manager during the
entire duration of Contract
h) The exact formats of reporting, users to be given access to, types of activities and tasks
to be reported etc. will be agreed with CIDCO once the Bidder is on board
4.3.4.2 Operating Guidelines for Deployed Staff

a) The SI will deploy at least the minimum number of personnel, in line with the
qualifications mentioned in the RFP on staffing requirements, for day to day
management of the operations of the deployed staff at the respective locations
b) All personnel deployed on this Project (not just for Go-live and post Go-live support, but
for all components of the scope of work) should be full time employees of the SI
approved by CIDCO.
c) The SI would keep CIDCO updated with the details of the staff members deployed. The SI
should ensure that the roster schedule of all deployed manpower for each day at the
required locations has been updated in the software application system at least one day
in advance for view by any CIDCO officer. No change to the deployed staff shall be done
by the SI without written approval from CIDCO
d) The SI needs to obtain prior written approval of CIDCO before deploying / hiring /
changing / shifting / removing any equipment or personnel or procedures throughout
the period of Contract
e) Adherence to all laws pertaining to personnel, labour laws etc. for any manpower
deployed by the SI on this Project shall be the responsibility of the SI
f) The SI’s personnel and equipment residing in CIDCO’s office locations will have to follow
the general working procedures of CIDCO office
g) The SI would issue Identity cards to each of the staff members deployed at CIDCO offices
h) The SI will maintain adequate leave reserve for the staff, so that the work of the
respective CIDCO offices remains unaffected in all cases
i) Manpower deployed at , Helpdesk operators, and field-level Technical support team
should be fluent in English and Marathi
4.3.4.3 Licensing Requirements

a) All system software, licenses etc. have to be procured in the name of CIDCO
b) The licenses should be perpetual. The software licenses shall not be restricted based on
location and CIDCO should have the flexibility to use the software licenses for other
requirements, if required
c) CIDCO will directly procure SAP ERP and Database Licenses from OEM and same shall
be provided to SI during implementation
d) The Bidder should provide 2 user development environment licenses in the name of
CIDCO for the various tools used by the Bidder during the development phase of
respective solutions. These tools would typically include application development
framework/ environments for custom built and pre-existing products, XML schema
designer, PDF designer, etc.
4.3.4.4 Warranty and support

a) The SI shall warrant that the infrastructure supplied to CIDCO for this Project shall have
no defects arising from design or workmanship or any act or omission of the SI. The
warranty shall remain valid for the Contract period on all the items supplied as per the
Contract.
b) Warranty, AMC and ATS will start post Go-live
c) The SI shall replace any parts/ components of the IT infrastructure supplied for the
Project if the components are defective and during the entire warranty period the SI
shall apply latest upgrades for all the hardware components after appropriate testing.
CIDCO will not pay any additional costs separately for warranty and the overall IT
infrastructure cost quoted by the SI shall include the same.

d) The support is to be provided as follows:

i. Physical Office Locations (Head Office, Select Nodal Offices): 9 AM to 7 PM
excluding Sundays and Govt. of Maharashtra holidays"
ii. Remote support - All locations: 24 X 7
4.3.4.5 Insurance
The SI shall obtain a Third-Party insurance coverage for all infrastructures procured and
deployed for the duration of the Project. The policy should be a specific insurance policy from a
Third Party taken for this project. The insurance shall provide coverage for all risks including
a) Fire and Theft Policy
b) Policy for loss or damage to assets due to Force Majeure events like earthquake, rioting,
etc. of value equal to the cost of replacement of assets
c) Policy of insurance in respect of claims for personnel injury to or death of any person
employed by the SI and arising out of such employment
The insurance should be obtained specifically for this Project.
4.3.4.6 Asset Management Services

The SI will perform the following asset management functions with respect to infrastructure
deployed at various locations with the help of EMS Tool:
a) Take periodic stock of, review physical inventory and maintain stock registers of
hardware at all locations covered under this Project on a quarterly basis, as per the
rules of Government of Maharashtra and CIDCO. The SI would maintain stock registers
as per format agreed with CIDCO
b) Maintain documentation of the hardware assets, maintain asset Information for all
Project locations, on parameters to be mutually agreed between CIDCO and the SI, which
shall include details like -
i. Product type, model number, version number
ii. Manufacturer
iii. Office location
iv. Maintenance status etc.
c) Update or correct the asset information following any new installations, movement,
addition, or change performed by the SI
d) Produce periodic reports in agreed upon format pertaining to some or all of the asset
information
e) Develop and implement a software license management procedure to establish a
software license baseline and monitor the compliance to software license requirements.

f) Restrict movement of server/equipment/items in or out of DC/DR or any other location

under the Project without prior permission from CIDCO
g) The SI should provide for the software application required for asset management
including the functionality as listed above
Please note that providing physical security for infrastructure hosted at DC / DR or any
CIDCO office is not the responsibility of the SI. However physical security of
infrastructure hosted at any space outside CIDCO offices such as DR Site will be solely
the responsibility of the SI
4.3.4.7 Reporting Requirements

a) The SI would submit periodic MIS reports, reporting the activities periodically (weekly)
at each of CIDCO locations including operator availability (as calculated by the SLA
monitoring tool), detailed report regarding each training session (for e.g. participants
and attendance level for training conducted in a specific department at a specified date)
b) The reporting should cover all the reports required to monitor the SLA’s detailed in the
RFP
c) The SI should submit these reports to CIDCO as and when required.
d) All reports (current period and historical) should be accessible to the authorized officers
within CIDCO at any time
e) The exact formats and the parameters for reporting will be communicated to the SI by
CIDCO
4.3.4.8 Knowledge Transfer

At the end of the Contract period, the SI will be required to provide necessary handholding and
transition support to CIDCO staff or any other agency that is selected for maintaining the system
post the Contract with the SI for a period of six (6) months. The handholding support will
include but not be limited to, conducting detailed walkthrough and demonstrations for the IT
Infrastructure, handing over all relevant documentation, addressing the queries/clarifications
of the new agency with respect to the working / performance levels of the infrastructure,
conducting training sessions etc.
Knowledge Transfer is an integral part of the scope of work of the SI. This will have to be done
even in case the Contract with the Bidder ends or is terminated before the planned timelines.
4.3.4.9 Others
a) The Bidders should propose only one solution that is best suited to the needs of CIDCO.
Bidder should only provide one choice for each of the goods and services proposed as
part of this RFP

b) Bidder Team members such as Database Administrator, System Administrator and

Network Administrator should be fulltime onsite resources post rollout
c) The SI will be required to prepare the necessary documentation at each stage of the
Project life cycle in line with international industry standards
d) The SI will be responsible for ensuring quality, timeliness and cost controls for the
product and services provided by Other Member of the Consortium for the Project
e) It is to be noted that SI would be required to visit the various offices/locations of CIDCO
to ensure successful completion of his obligations under the Project. It is the
responsibility of the SI to plan these visits at his own cost
f) Though CIDCO will provide available electrical connections from the existing power
supply to the IT components residing in CIDCO offices, Helpdesk, any new electrical
connection or alternate power arrangement has to be provisioned for by the SI.
Irrespective of usage of CIDCO’s available electrical connections and existing power
supply, the SI needs to show performance as defined by the SLAs and other
requirements specified in this document.

4.3.5 Acceptance Testing and Certification
Acceptance Testing and Certification intends to verify that the Project (including all the Project
components as discussed in the scope of work) meets stated requirements, standards,
specifications and performance. The following are checked against clear, quantifiable metrics:
a) Functional Requirements
b) Infrastructure (hardware and network) Compliance Review
c) Availability of the Project services in the defined locations
d) Performance Testing including Load Testing
e) Security
f) Manageability
g) SLA Reporting System
h) Project documentation (Design, development, configuration, training and
administration manuals etc.)
i) Data Quality Review
Acceptance testing would be performed through a Third Party Agency selected by CIDCO. The
Third Party Agency for acceptance of the solution deployed by CIDCO (referred to as ‘Third
Party Assessment and Acceptance Agency) shall review all aspects of Project development and
implementation covering software, hardware and networking including the processes relating
to the design of solution architecture, design of systems and sub-systems, coding, testing,
business process description, documentation, version control, change management, security,
service oriented architecture, performance in relation to defined requirements, interoperability,
scalability, availability and compliance with all the technical and functional requirements of the
RFP and the agreement.
The Third Party Assessment and Acceptance Agency for assessment and acceptance of the
deployed solution and after obtaining necessary CIDCO approval shall design the procedures
and parameters for testing. The testing will be done as below:
4.3.5.1 Assessment and acceptance of CIDCO-wide rollout

Once the system has been rolled out across CIDCO post UAT (planned timelines is T+16 months,
where T is the date of signing of Contract), the Bidder will notify CIDCO so that the CIDCO-wide
system may be assessed by CIDCO’s Third Party Assessment and Acceptance Agency. The Third
Party Assessment and Acceptance Agency would conduct various tests to assess the compliance
of the software with the requirements of the RFP. The shortcomings identified by the Third
Party Assessment and Acceptance Agency in the software developed by the Bidder would be
notified by CIDCO to the SI at the earliest instance through an appropriate process to facilitate
corrective action. All gaps identified shall be resolved by the SI. This process shall be iterative

till the developed software is ‘Accepted’ by the Third Party Assessment and Acceptance Agency.
It is the responsibility of the SI to take any corrective action required to remove all
shortcomings. Only after the solution developed by the SI is ‘Accepted’ by the Third Party
Assessment and Acceptance Agency, a sign-off on the Go-Live will be provided by CIDCO.
Timelines for rollout of the System across CIDCO is 18 months from the date of signing of
Contract respectively.
It is to be noted that CIDCO may get the solution assessed periodically through a Third Party
Assessment and Acceptance Agency even after declaration of ‘Go-live’ in order to ensure
continued success of the Project. Such Third-Party Agency for carrying out the Acceptance
Testing and Certification of the entire solution will be selected / nominated by CIDCO. While the
cost of engaging this Third Party Assessment and Acceptance Agency and conducting the
Acceptance testing and certification will be borne by CIDCO, the Bidder will be required to
provide all necessary support to CIDCO and the selected Agency for conducting and completing
the solution Acceptance over the period of contract at no additional cost.
Irrespective of involvement of the Third Party Assessment and Acceptance Agency for
acceptance testing and certification, the SI still needs to meet all SLAs as laid out in this RFP
document.
The indicative list of tests to be performed for the acceptance of the deployed system will
include but not be limited to the following:
Criteria Description
Review of Review solution developed by SI against functional requirements signed-off

Functional between CIDCO and SI. Agency may develop its own testing plans for
Requirements validation of compliance of system against the defined requirements
a) The Acceptance Testing with respect to the functional requirements shall
be performed by independent Third Party Assessment and Acceptance
Agency (External Audit) as well as the select internal CIDCO Users (User
Acceptance Testing) and the system has to satisfy both Third Party
Acceptance Testing and Internal User Acceptance Testing
b) For conducting the User Acceptance Testing, CIDCO shall identify the
employees from respective Departments, who shall be responsible for
day-to-day operations of the functions automated through the Project.
Infrastructure Verify the conformity of the Infrastructure (IT and non IT as well as network
Compliance infrastructure) supplied by the SI against the requirements and
Review specifications provided in the RFP and/or as proposed in the proposal
submitted by the selected SI

The SI will still have to ensure that proposed infrastructure meets the SLA
requirements.
Security a) Audit of network, sever and application security mechanism
Review b) Assessment of authentication mechanism provided in the application
/components/modules
c) Assessment of data encryption mechanisms implemented for the
solution
d) Assessment of data access privileges, retention periods and archival
mechanisms
e) Server and application security features incorporated etc.
Performance Testing on parameters such as application response time, report generation
testing time, concurrent sessions supported by the system, disaster recovery drill
including load etc.
testing
Availability Test network, server, security, DC/DR fail-over for single point of failure,
redundancy, availability across all defined locations
Manageability Usage of Enterprise Management System to verify remote monitoring,
Review administration, configuration, inventory management, fault identification
etc.
SLA Reporting Verify accuracy and completeness of information captured by SLA
System monitoring tool implemented by selected SI
Project Verify Project documents including requirements, design, source code,
Documentation installation, training and administration manuals, version control etc.
Data Quality Data quality assessment for data scanned, digitized and migrated
4.3.5.2 Adherence to Standards

The SI should ensure that the system complies with defined industry and open standards.
4.3.5.2.1 Compliance to Service Oriented Architecture (SOA)

The proposed system shall be developed on SOA model to enable all exposed functionality of the
SAP System to be published as services in a platform-independent manner for consumption by
other applications.
4.3.5.2.2 Compliance with Open Standards

The proposed system would be designed based on open standards and in line with overall
system requirements, in order to provide for good interoperability with multiple platforms and

avoid any technology or technology provider lock-in. The system should adhere to the all open
standards guidelines and other guidelines relevant to the project as issued by GoI.
4.3.5.2.3 Compliance with Standards for State Portal, SSDG and eForms Framework
The SI while developing the Application shall take cognizance of the technicalities of the State
Portal, SSDG and e-forms framework and any other guidelines issued in this regard by the
Government. The SI also has to ensure that all content of CIDCO's Portal are as per the State
Portal Framework guidelines.
4.3.5.2.4 Compliance with Industry Standards

In addition to above, the proposed solution has to be based on and be compliant with industry
standards (their latest versions as on date) wherever applicable. This will apply to all the
aspects of solution including but not limited to its design, development, security, installation,
and testing. The suggested architecture must be scalable and flexible for modular expansion. It
should ensure ease of integration with software / applications developed using common
industry standards since the solution may be linked and connected to other sources (websites,
contents, portals, systems of other eGovernance systems etc.) as well as there may be
loose/tight integration with backend system of other CIDCOs depending on individual service
processes. The solution architecture should thus have provision to cater to the evolving
requirements of CIDCO.
A reference list of the minimum industry standards which the system components should
adhere to is mentioned below:
Criteria Description
Workflow design WFMC XPDL V3.0 or BPMN V2.1 or higher

Information SOAP, HTTP/HTTPS
transfer
protocols
Interoperability Web Services, Open Standards, governance standards, metadata & data
standards on http://egovstandards.gov.in
Portal / http://egovstandards.gov.in , W3C Specifications
Application Maharashtra Government standards for facilitating services to citizens
Development through State Portal, SSDG, and eForms
Photograph JPEG
Scanned PDF

documents
Information ISO 27001
Security a) Information security standards framework and guidelines standards
under eGovernance standards (http://egovstandards.gov.in)
b) Information security guidelines as published by Data Security Council
of India (DSCI)
c) Guidelines for Web Server Security, Security IIS 6.00 Web-Server,
Auditing and Logging as recommended by CERT-In (www.cert-
in.org.in)
d) IT (Amendment) Act 2008
Project IEEE/ISO specifications for documentation
Documentation
IT Infrastructure ITIL/EITM Specifications
Management
Service ISO / IEC 20000 Specifications
Management
Please note this list is not exhaustive.

4.3.6 Key Project Deliverables
4.3.6.1 Key Project Deliverables

Following table details the key Project milestones and the deliverables to be submitted by SI at
each milestone.
Base
Sr.
Activity Deliverables Timelines
No.
(months)
Phase I – Design and Development
1. Project Initiation & Team a) Detailed Project Plan T

Mobilization b) Detailed resource profile
c) Resource allocation plan
d) Risk management and mitigation
plan
2. Requirements Analysis & a) Report on any additional T1=T+5
Design functionalities suggested to improve
efficiency of proposed system
b) System Design Report
c) Technical Design Document
d) Software Requirement
Specifications Report
3. Development & Coding a) Architecture & DB design Report T2=T1+9
b) Deployment Plan
4. Testing & UAT a) Test Cases T3=T2+2
b) Test Data
c) Test Reports generated at all stages
(until zero defects)
d) Application Test plan, Test cases,
Test assumptions, Test coverage and
boundaries
e) UAT Sign-off Certificate
PHASE II – COMMISSIONING & GO-LIVE

5. Procurement, Installation of a) Procurement Reports T4=T+ 12
Hardware & Networking Invoices & related warranty information
components b) Location wise BoM with technical

specifications for the IT hardware,

network and other IT infrastructure
requirements
c) Report on the reusability of existing
infrastructure
6. Application Training a) Detailed Training plan T5=T2+4
b) Training manual
c) Training material
d) Training & Change Management
report
e) Training Schedule / Plan
f) Satisfactory Training Completion
Feedback Report
7. Integration & Handholding a) Handholding Support for the T6=T3+1
Support Transition Management
8. Commissioning & Go-Live a) Helpdesk / Technical support plan T7=T6+1
b) Business Continuity and Disaster
Recovery plan including backup plan
c) Data migration plan
d) Manpower deployment plan
e) Certificate of successful
commissioning
f) Go-live Plan
PHASE III – MAINTENANCE & SUPPORT

9. Operations, Maintenance & a) Monitoring Framework T8=T7+
Warranty support for period Escalation Reports 60
of 5 years MIS reports with details of Operations
Maintenance / Support / Warranty
Activities carried out
b) Exit Management Plan including plan
for Knowledge Transfer
In case the Contract period with the Bidder is extended beyond 5 years after Go-Live, the
Deliverables of the “Monitor and Review” Phase would continue for the extended period.

4.3.6.2 Acceptance procedure for Deliverables

Deliverables shall be reviewed and accepted in accordance with the following procedure:
a) Notification of readiness of the deliverable shall be given by e-mail by the SI

b) Soft copy (by e-mail) and two (2) printed drafts of all deliverables shall be submitted to
CIDCO. Source code however need not be submitted in hard-copy
c) CIDCO will review the deliverables and either accept the deliverable or provide
feedback on changes to be done in writing within a reasonable period of time
d) The SI shall make the appropriate revisions and shall resubmit the updated final version
to CIDCO for their verification and feedback/acceptance
e) The SI should strive to submit the deliverables in parts for getting continuous feedback
on the deliverables. The SI should also engage with CIDCO on a continuous basis through
meetings (weekly till 6 months after Go-live and fortnightly after this period) and
periodic workshops to ensure that progress may be reviewed and feedback provided
from time-to-time
f) Please note that the timelines indicated above are timelines for submission of final
deliverables. The SI should plan to submit the draft versions of deliverables before the
timelines indicated above to allow reasonable time for review and acceptance by the
time indicated above

5 Detailed Service Level Agreements

The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define
the levels of service which shall be provided by the SI to CIDCO for the duration of the contract.
5.1 Definition of Terms

For purposes of this Service Level Agreement, the definitions and terms as specified in the
document along with the following terms shall have the meanings set forth below:
a) "Uptime" shall mean the time period for which the specified services / components with
specified technical and service standards are available to CIDCO. Uptime, in percentage, of
any component/service (Non IT & IT) can be calculated as:
b) Uptime = {1- [(Downtime) / (Total Time – Maintenance Time)]} * 100
c) “Downtime” shall mean the time period for which the specified services / components with
specified technical and service standards are not available to CIDCO and excludes the
scheduled outages planned in advance for CIDCO core application, related infrastructure
and the link failures
d) “Incident” refers to any event / abnormalities in the functioning of the CIDCO application,
Infrastructure and services that may lead to disruption in normal operations
e) “Helpdesk Support" shall mean, the time of 9 AM to 7 PM on all working days during which
the team shall handle Fault reporting, Trouble Ticketing and related enquiries during this
contract
f) “Response Time” shall mean the time incident is reported to the help desk and an engineer /
resource is assigned for the reported incident
g) “Resolution Time” shall mean the time taken (after the incident has been reported at the
helpdesk), in resolving (diagnosing, troubleshooting and fixing) or escalating (to the second
level or to respective SI, getting the confirmatory details about the same from the SI and
conveying the same to the end user), the services related troubles during the first level
escalation
The resolution time shall vary based on the severity of the incident reported at the help desk.
The severity would be as follows:
a) Critical / High: Incidents which impact the overall solution like outage of CIDCO Portal /
Application and which has a high impact on service delivery to business users and
respective departments. Incidents, whose resolution shall require additional investment in
components or time or shall involve coordination with OEMs, Incidents for which no work
around is available. Incidents that impact multiple locations

b) Medium: Incidents which impact a limited number of users. The main application at CIDCO
is available but productivity of limited number user (more than 5) is getting affected.
Example: CIDCO portal and application are up but certain users (more than 5) are unable to
login/access/ submit request/ process service requests etc. Incidents, whose resolution
shall require replacement of hardware or software parts, require significant interruption in
working of that individual component. Acceptable work around is available. For example,
installation of operating system, patches etc.
c) Low: Incidents whose resolution shall require changes in configuration of hardware or
software, which will not significantly interrupt working of that component and which
impact less than 5 users. Incidents like functionality enhancement and/or support for
modifications or maintenance of source code, application version enhancement etc.
Indicative SLAs for Helpdesk/ Maintenance support calls for CIDCO Portal, Application:
Type of Incident Response Time Resolution time
Critical/High 15 minutes from the call <=2 hrs for critical incident
logged
Medium 30 minutes from the call <= 8 hrs from the time incident is logged
logged at the helpdesk
Low 45 minutes from the call <= 16 hrs from the time incident is logged
logged at the helpdesk
CRITICAL
Severity Level 1 (S1): Problems affecting the data center or DR site or users unable to use
application or perform a function, and there is no alternative workaround available, resulting in
an unacceptable impact on business.
Severity Level 2 (S2): Problems affecting more than one location (other than the Data Center
related problems) or application materially restricted or degraded.
MEDIUM
Severity Level 3 (S3): Problems affecting more than five users within any location or user able
to use the application but with limited functionality, with the problem not being critical to
overall operation.

LOW
Severity Level 4 (S4): Problems affecting less than five users within one location (provided
there are 5 or more users at that location) or users able to use application, subject to minor
inconvenience.
Equivalent instances are calculated as per weightage allotted to each Severity type. The relation
between the Severity and its Weightage is captured in the “Measurement” Column of the Service
Level Metrics.
5.2 Service Level Parameters

As this project is a purely service oriented project, the operational portion of the agreement
between CIDCO and the SI will be in the form of a Service Level Agreement. All the payments to
the Bidder are linked to the compliance with the SLA metrics specified in this document. The
table also specifies the limits and metrics for lower performance and breach levels, which will
be entailing penalty to the Bidder.
The following points clarify the manner in which the SLA metrics will operate:
a) A set of parameters have been identified as key for ensuring the desired performance level
for CIDCO project
b) The table lists out the baseline performance level, method of measurement and how low
performance will be treated
c) The Bidder will get the payment on the monthly basis if the baseline performance is
complied, as per the payment terms and conditions specified in this document
d) It is proposed that a SLA holiday will be provided to the SI for a period of 3 months (90
Days) only from the day of Go-Live as the stabilization period. (CIDCO may provide an
additional SLA holiday of 1 month under exigencies) After that all the applicable
performance as well as other SLAs will apply
e) The Department may choose to revisit SLA at the end of first quarter after Go-Live for the
first time; and thereafter evaluate it after every 12 months, to analyze if any changes are
required in certain parameters to make it more transparent, quantitative & robust
SLA’s have been defined for the following:
a) Helpdesk, Application and System Availability

i. Helpdesk
ii. Application
iii. Network Uptime

iv. Training Metrics

v. Policy & Procedures
vi. Miscellaneous Factors
vii. Application availability for External Users
Note: In the event of a disaster, when the DR site is operational, the SLA parameters for the
application will be the same as that of DC for normal operation.
b) Service levels for Out Bound Call Centre and Integration with External Systems
i. Outbound Call Centre
ii. Integration with Other Systems
c) Roll out of the Project
d) Business Continuity
e) Change Requests and Penalty Applicable
f) Penalty Applicable for non-compliance of Policy/Procedure
g) Penalty Applicable for Breach of Application Security or Compromise of Application
Integrity
h) Penalty Applicable for non-compliance of relevant security certifications

5.3 Service levels for Helpdesk, Application and System Availability

Lower Performance Lower Performance
Service Baseline Breach
Sr. Level – Category A Level – Category B
Metric Measurement
No.
Parameter Baseline Points Points Points
Metric Metric Metric Metric
Points Debited Debited Debited
A. HELPDESK (BASELINE SCORE = 13)
1 Average Call 0% 3 0.01 - 0.25 1.01 - 0.5 >2.00% 3 Monthly MIS reports
Lost Rate 1.00% 2.00% generated from the
Helpdesk
(Total No. of
calls lost System deployed,
because they operated and
were not maintained by the
attended by Selected SI.
an operator /
Total
incoming
calls )*100
2(a) Instances of 0 2 Equivalen 0.25 Equivale 0.5 Equivalen 2 Resolution time is

not meeting t nt t defined as time from

Metric Measurement
No. Baseline Points Points Points
Parameter Metric Metric Metric Metric
Issue instances instances instances For every generation of Call No. to

Resolution for S1 for S1 for S1 instance time of closure of call as
time for severity severity severity above 4 a reported in the
Severity S1 ranging are 3 are 4 negative Helpdesk Application
from 1-2 0.25 deployed and
penalty maintained by SI.
will apply.
For e.g. Resolution time for
For 6 various types of
problems.
instances,
the score
will be -
CRITICAL
0.5
Severity Level 1 (S1):
Problems affecting the
Data Center or DR site:
1.5 hrs.


Metric Measurement

Problems affecting more
than one location (other
than the Data Center
related problems): 2
hours
MEDIUM

Problems affecting more
than five users within a
location or all users at a
single location: 4 hours
LOW

Problems affecting less
than five users within


Metric Measurement
one location (provided

there are 5 or more
users at that location):
16 hours
Equivalent instances are

calculated as:
Severity Weightage
S1 1
S2 1/2.5
S3 1/4
S4 1/5.5


Metric Measurement
For example, 3 instances

of overshooting Issue
resolution time for S3
type complaints would
result in ¾ “Equivalent
Instances of not Meeting
Issue Resolution Time”.
2(b) Instances of 0 1 Equivalen 0.25 Equivale 0.5 Equivalen 1

not meeting t nt t
For every
Issue instances instances instances
Resolution for S2 for S2 for S2 instance
above 5 a
time for severity severity severity
negative
Severity S2 ranging are 4-5 are 5
0.125
from 1-3
penalty
will apply
For e.g.


Metric Measurement
For 7
instances,
the score
will be
negative
0.25
2(c) Instances of 0 1 Equivalen 0.25 Equivale 0.5 Equivalen 1

not meeting t nt t
For every
above 8 a
negative
Severity S3 from 1-4 from 5-7 are 8
0.125
penalty
will apply
For e.g.
For 10


Metric Measurement
instances,
the score
will be
negative
0.25
2(d) Instances of 0 1 Equivale 0.25 Equivale 0.5 Equivalen 1

not meeting nt nt t
For every
above 11
a
Severity S4 ranging ranging 11
negative
from 1-5 from 6-
0.125
10
penalty
will apply
For e.g.
For 13


Metric Measurement
instances,
the score
will be
negative
0.25
3(a) Instances of 0 2 Equivale 0.25 Equivale 0.5 Equivalent 2 Response time is

not meeting nt nt instances defined as the time
Issue instances instances for S1 For every lapse between the time
instance
Response for S1 for S1 severity 4 an incident is reported
time for severity severity above 4 a to the Helpdesk and an
negative
Severity S1 ranging are 3 engineer is assigned for
0.25
instances from 1-2 the call.
penalty
will The department/third
apply. For party must be able to
e.g. For 6 access the MIS
instances, generating tool for
the score measuring Response


Metric Measurement
will be - Time.
0.5
Response time for
various types of
Problems.
CRITICAL:

Problems affecting the
Data Center or DR site:
15 mins from the call
logged

Problems affecting
more than one location
(other than the Data
Center related
Problems): 15 mins


Metric Measurement
from the call logged.
MEDIUM:

Problems affecting
more than five users
within a location or all
users at a single
location: 30 mins from
the call logged.
LOW:

Problems affecting less
than five users within
one location (provided
there are 5 or more
users at that location):


Baseline Breach
Service Level – Category A Level – Category B
Sr.
Metric Measurement
No.
45 mins from the call

logged.
Equivalent instances
are calculated as:
Severity Weightage
S1 1
S2 1/2.5
S3 1/4
S4 1/5.5
For example, 3
instances of
overshooting Issue
response time for S3
type complaints would


Metric Measurement
result in ¾ “Equivalent
Instances of not
Meeting Issue Response
Time”.
3(b) Instances of 0 1 Equivale 0.25 Equivale 0.5 Equivalent 1

not meeting nt nt instances
Issue instances instances for S2 For every
instance
Response for S2 for S2 severity
above 5 a
time for severity severity are 5
negative
Severity S2 from 1-3 from 4-5
0.125
instances
penalty
will apply
For e.g.
For 7
instances,
the score


Metric Measurement
will be
negative
0.25
3(c) Instances of 0 1 Equivale 0.25 Equivale 0.5 Equivalent 1

instance
above 8 a
time for severity severity are 8
negative
Severity S3 ranging are 5-7
0.125
instances from 1-4
penalty
will apply
For e.g.
For 10
instances,
the score
will be


Metric Measurement
negative
0.25
3(d) Instances of 0 1 Equivale 0.25 Equivale 0.5 Equivalent 1

instance
above 11
time for severity severity 11
a negative
Severity S4 from 1-5 from 6-
0.125
instances 10
penalty
will apply
For e.g.
For 13
instances,
the score
will be
negative


Metric Measurement
0.25
B. APPLICATION (BASELINE SCORE = 65)
1 Maximum < 2 sec 9 For LAN: 2 For LAN: 4 LAN: 9 Monthly MIS reports
time for for LAN generated from the
2.01 - 3 3.01 – 5.0 > 5.0 In case of
Home Page users, system deployed,
secs secs total
opening secs maintained and
number
For operated by the SI.
of
<4 secs WAN:
For WAN: monthly
for WAN For WAN:
4.01 - 5 non-
users 5.01 - 7.0
secs > 7.0 secs adherenc
secs
e to the
baseline
exceeds
50;
Deduct


Metric Measurement
10 points
2 Maximum <2 sec for 8 For LAN: 2 For LAN: 4 For LAN: 8 Monthly MIS reports
time for LAN generated from the
opening users, 2.01 - 3 3.01 – > 5.0 secs In case of system deployed,
secs 5.0 secs total
Menu page maintained and
number
after User For operated by the SI.
For WAN: of
Login <4 secs WAN:
For monthly
for WAN > 7.0 secs
4.01 - 5 WAN: non-
users
secs adherenc
5.01 -
e to the
7.0 secs
baseline
exceeds
50;
Deduct
10 points


Baseline Breach
Sr.
Metric Measurement
No.
3 Menu <2 sec for 8 For LAN: 2 For LAN: 4 For LAN: 8 Monthly MIS reports
Navigation – LAN generated from the
To display the users, 2.01 - 3 3.01 – > 5.0 secs In case of system deployed,
secs 5.0 secs total
menu as per For WAN: maintained and
number
the defined For operated by the SI. The
> 7.0 secs of
user role and <4 secs WAN: department/third party
For monthly
profile for WAN must be able to access
4.01 - 5 WAN: non-
users the MIS generating tool.
secs adherenc
5.01 -
e to the
7.0 secs
baseline
This SLA is set
exceeds
considering average
50;
page size of 50 KB.
Deduct
10 points
4 Screen <2 sec for 8 For LAN: 2 For LAN: 4 For LAN: 8 Monthly MIS reports
Opening – To LAN 2.01 - 3 3.01 – In case of generated from the


Metric Measurement
display the users, secs 5.0 secs > 5 secs total system deployed,
selected data number maintained and
entry screen of operated by the SI.
from the <4 secs For For For WAN: monthly
menu chosen for WAN WAN: WAN: non-
> 7.0 secs
users adherenc
4.01 - 5 5.01 -
e to the
secs 7.0 secs
baseline
exceeds
50;
Deduct
10 points
5 Response For LAN: 8 For LAN: 2 For LAN: 4 For LAN: 8 Monthly MIS reports
time taken to generated from the
commit a Simple Simple Simple Simple In case of system deployed,
Complexi Complexi Complexi Complexit total
transaction maintained and
ty: ty: ty: y: number


Metric Measurement
<4 secs 4.01 - 6 6.01 - 9 >9 secs of operated by the SI.

secs secs monthly
Simple Medium Medium
non-
Complexity Complexi Medium Medium Complexit
adherenc
ty: Complexi Complexi y:
Medium e to the
ty: ty:
Complexity <8 secs >12 secs baseline
8.01 - 11 11.01 - exceeds
High High High
secs 12 secs 50;
Complexity Complexi Complexit
Deduct
Complexity of ty: High High y:
Complexi Complexi 10 points
the <12 secs >17 secs
ty: ty:
transaction to
depend on 12.01 - 14.01 -
the For 14 secs 17 secs For WAN:
complexity of WAN:
Simple
the business
logic and Simple For For Complexit
Complexi y:
stored


Metric Measurement
procedures ty : WAN: WAN: >16 secs
committed at <6 secs Simple Simple Medium

database
Complexi Complexi Complexit
level) Medium
ty: ty: y:
Complexi
ty: 6.01 - 10 10.01 - >18 secs
secs 16 secs
<10 secs High
Medium Medium Complexit
High
Complexi Complexi y:
Complexi
ty: ty:
ty: >30 secs
10.01 - 14.01 -
<20 secs
14 secs 18 secs
High High
Complexi Complexi
ty: ty:
20.01 – 24.01 -


Metric Measurement
24 30 secs
6 Response For LAN: 8 For LAN: 2 For LAN: 4 For LAN: 8 Monthly MIS reports
Time for generated from the
Screen with Simple Simple Simple Simple In case of system deployed,
Query : Query: Query: Query: total
Query maintained and
number
Retrieval <5 secs 5.01 - 7 7.01 - 9 >9 secs operated by the SI.
of
secs secs
Simple Query Medium Medium monthly
Complexi Medium Medium Complexit non-
Medium
ty Query: Complexi Complexi y Query: adherenc
Complexity
ty Query: ty Query: e to the
Query <10 secs >15 secs
baseline
10.01 - 12.01 -
High High High exceeds
12 secs 15 secs
Complexity Complexi Complexit 50;
Query ty Query: High High y Query: Deduct
Complexi Complexi
Complexity of <15 secs >20 secs 10 points
ty Query: ty Query:
the query will


Metric Measurement
depend on 15.01 - 17.01 - For WAN:

the business 17 secs 20 secs
logic and size For Simple
of tables in WAN: Query:
database Simple For For >15 secs
being Query: WAN: WAN:
Medium
searched.
<10 secs Simple Simple Complexit
Query: Query: y Query:
Medium
Complexi 10.01 - 12.01 - >20 secs
ty Query : 12 secs 15 secs
High
<15 secs
High Complexi Complexi y Query:
Complexi ty Query: ty Query:
>30 secs
ty query :
15.01 - 17.01 -
<20 secs 17 secs 20 secs


Metric Measurement
High High
Complexi Complexi
ty Query: ty Query:
20.01 - 25.01 -
25 sec 30 secs
7 Reports For LAN: 8 For LAN: 2 For LAN: 4 For LAN: 8 Monthly MIS reports
Generation generated from the
Response Simple Simple Simple Simple In case of system deployed,
Query : Complexi Complexi Complexit total
Time maintained and
<10 secs ty Query: ty Query: y Query: number
operated by the SI.
(this is of
10.01 - 12.01 - >15 secs
excluding monthly The department/third
12 secs 15 secs
dashboard Medium non- party must be able to
reports) Complexi adherenc access and view the MIS
Medium
ty Query e to the generating tool.
baseline


Metric Measurement
No.
:<30 secs Complexi Complexi y Query: exceeds

ty Query: ty Query: 50;
>35 secs
Deduct
30.01 - 32.01 -
High
32 secs 35 secs 10 points
Complexi
High
ty query :
Complexit
<60 secs High High y Query:
Complexi Complexi
>70 secs
ty Query: ty Query:
60.01 - 65.01 -
65 secs 70 secs
For For For For WAN:

WAN: WAN: WAN:
Simple
Simple Simple Simple Complexit
Query : Complexi Complexi y Query:


Metric Measurement
<30 secs ty Query: ty Query: >35 secs
30.01 - 32.01 -
32 secs 35 secs
Medium Medium
Complexi Complexit
ty Query y Query:
Medium Medium
:<60 secs
Complexi Complexi >65 secs
ty Query: ty Query:
High
High 60.01 - 62.01 - Complexit
Complexi 62 secs 65 secs y Query:
ty query :
High >190 secs
<180 Complexi
High
secs ty Query:
Complexi
ty Query: 185.01 -
190 secs
180.01 -


Metric Measurement
185 secs
8 Maximum For LAN 8 For LAN: 2 For LAN: 4 For LAN: 8 Monthly MIS reports
time for generated from the
submission of <6 secs, 6.01 - 8 8.01 – > 10 secs In case of system deployed,
secs 10.0 secs total
forms/ data maintained and
number
(Time operated by the SI. The
For WAN For WAN: of
between department/third party
For For monthly
pressing the <10 secs > 14 secs must be able to access
WAN: WAN: non-
‘submit’ and view the MIS
adherenc
button and 10.01 - 12.01 - generating tool.
e to the
generation of 12 secs 14.0 secs
baseline
acknowledge
exceeds
ment of
50;
successful or Deduct
un-successful
10 points
submission


Metric Measurement
No.
Baseline Points Points Points
from the
system)
C. NETWORK & SECURITY UPTIME (BASELINE SCORE = 45)
1 Average 99. % 10 Slippage: 2.5 Slippage: 5 Slippage: 10 "System Uptime" shall

System mean the time period
1.00 - 2.01- >3.00%
Uptime for which the specified
2.00% 3.00%
(System application, portal and
Uptime to other IT Components
include: are available to the
internal and external
Firewall with
users of the system.
IPS, DDOS
Uptime, in percentage,
Uptime,
of any component (Non
Switches IT & IT) can be
Uptime, calculated as:
Routers System Uptime = {1-


Metric Measurement
Uptime, [(System
Downtime)/(Total
Database
Time – Planned
Server
Maintenance
Uptime,
Time)]*100}
Application
For purpose of
Server
calculation of SLAs,
Uptime,
following hours will be
Web Server used:
Uptime
PDC and DRC: 24 X 7
Reporting
“System Downtime”
Server
shall mean the time
Uptime (if
period for which the
any)
specified services /
All SAN components with
Storage specified technical and


Metric Measurement
No.
Baseline Points Points Points
service standards are
Uptime
not available to the
Server Load departmental users and
Balancer excludes the scheduled
downtime for
Any other IT
preventive
component in
maintenance. This
the Infra-
includes Servers,
structure
Routers, Firewall,
Architecture
Switches, all servers
and any other IT and
non-IT infrastructure,
their subcomponents
etc. at all Project
locations.
The selected SI will be

required to schedule


Metric Measurement
‘planned maintenance
time’ with prior
approval of the
Department. This will
be planned outside
working time. In
exceptional
circumstances,
Department may allow
the SI to plan scheduled
downtime in the
working hours. In any
case this should not
exceed 0.5% of the total
time.
MIS reports generated

from the monitoring


Metric Measurement
system deployed and

maintained by the SI
will be used to monitor
this SLA. The
department/third party
must be able to access
and view the MIS
generating tool.
Working hrs. to be
maintained between 9
AM to 7 PM.
2 WAN Uptime 99.00% 10 Slippage: 2.5 Slippage: 5 Slippage: 10 Location System

for every Uptime = {1- [(System
-1.00- 2.01- >3.00%
location Downtime at that
2.00% 3.00%
Location)/(Total Time
– Planned Maintenance
Time)]*100}


Metric Measurement
System Downtime at a
location = Time for
which system’s users
are not able to access
the application, portal
or any other IT
components of the
system at that location
to perform day to day
operations/transaction
s.
This includes locations

Servers (if any), LAN,
OS, Application, any
other IT and non-IT
infrastructure, their
sub-components etc. at

Metric Measurement
/ for that Project

location).

from the monitoring
system deployed and
maintained by the SI.
The department/third
party must be able to
access and view the MIS
generating tool.
3 Network 50 ms 5 Slippage: 1 Slippage: 2.5 Slippage: 5 SLA allows maximum of

Latency 90 milliseconds in the
50 ms – 90 ms – >120ms
connectivity between
90 ms 120 ms
PDC and other offices in
the state.


Metric Measurement
from the monitoring

system deployed and
access and view the MIS
generating tool.
4 Peak Link <75% 10 75.01% - 2.5 80.01% - 5 >85% 10 MIS reports generated
Utilization 80% 85% from the monitoring
system deployed and
access the MIS
generating tool.
5 Scheduled 2 10 3 2.5 4 5 4 Sundays 10 CIDCO and SI may agree

downtime for alternate Sundays Sundays + upon scheduling


Baseline Breach
Sr.
Metric Measurement
No.
System Sundays in a in a additional If downtime beyond

Maintenance in a month month days in a Schedule mentioned here by
per week month month d mutual agreement.
downtim However such
e for downtime may be
System scheduled only during
Maintena non-business hours and
nce is on be considered only in
a exigencies or unseen
business circumstances.
day then
points
debited
will be 20
D. TRAINING METRICS (TOTAL SCORE: 4)
1 Participant 90% 2 89.99% 0.125 79.99% 0.25 <70% 2 Score on Assessments

done after completion


Metric Measurement
Pass Rate to 80% to 70% of training. Tests

designed by the SI,
approved by the
department and
administered and
assessed by the
Department directly or
through any third party
appointed by the
department.
Participants who do
not pass have to be
retrained once by the SI
at no additional cost.
For computing the
passing percentage a
maximum of 2 attempts

Metric Measurement
per participants must

be considered.
2 Training 100% 2 99.99% 0.125 89.99% 0.25 <75% 2 MIS reports generated
Timeliness to 90% to 75% from the System
deployed, operated and
maintained by the
Selected SI. The
department/third party
must be able to access
the MIS generating tool.
E. POLICY & PROCEDURES (TOTAL SCORE: 14)
1 Firewall rules Upto 1 2 2 – 3 0.25 4 – 5 0.5 > 5 2 Monthly Audit

update within violation violation violation violations performed by the
2 hours of of service s s Consultant
approvedparamete
changer


Metric Measurement
management
request
2 Anti-virus, Upto 1 3 2 – 3 0.25 4 – 6 0.5 > 6 3 Monthly Audit

Anti-spyware, violation violation violation violations performed by the
Anti-spam of service s s Consultant
updates paramete
within 24 hrs. r
of request
3 Critical Upto 1 3 2 – 3 0.25 4 – 6 0.5 > 6 3 Monthly Audit

Patches – violation violation violation violations performed by the
within 10 of service s s Consultant. In cases
days of patch paramete where the scheduled
release. r downtime is more than
10 days from the date
of release of patch, SI
must approach CIDCO
to schedule down time


Metric Measurement
during non-working
hours so that critical
patch can be installed.
4 Non Critical Upto 2 3 3 – 4 0.125 5 – 7 0.25 > 7 3 Monthly Audit

Patches - violation violation violation violations performed by the
within 20 s of s s Consultant. In cases
days of patch service where the scheduled
release. paramete downtime is more than
r 10 days from the date
of release of patch, SI
must approach CIDCO
to schedule down time
during non-working
hours so that the patch
can be installed.
5 Optional Upto 2 3 3 – 4 0.125 5 – 7 0.25 > 7 3 Monthly Audit

Patches – violation violation violation performed by the


Metric Measurement
within 30 s of s s violations Consultant

days of patch service
release paramete
r
F. MISCELLANEOUS FACTORS (TOTAL SCORE: 9)
1 Compliance in 100% by 3 Upto one 0.125 Upto two 0.25 More than 3 Random inspection by
document last date week weeks 2 weeks the consultant
versioning of the beyond beyond beyond
(FRS, SRS, month the the the month
User, Training month month end date
Manual etc.), end date end date
application
version
control,
updates &
patches etc.


Metric Measurement
2 Rating of Min 3 2 - 3 0.125 1 - 2 0.25 < 1 points 3 Random inspection by

upkeep, score of 3 points points the Consultant
cleanliness,
and
controlled
access of the
NOC premises
3 Manpower 100% as 3 3 0.25 6 0.50 > 6 3 Random inspection by

Availability per working working working the Consultant
&Readiness requirem days of days of days of If > 10
working
ent delay delay delay
days of
timeline
delay
then 10
points
will be
debited


Metric Measurement
G. APPLICATION AVAILABILITY FOR EXTERNAL USERS (TOTAL SCORE: 50)
Note: These SLA’s have to be met considering internet connection of minimum 256 Kbps.
1 Maximum <5 sec for 10 For 2 For 5 For 10 Monthly MIS reports
time for users Internet: Internet: Internet: generated from the
In case of
Home Page system deployed,
5.01 - 6 6.01 – > 7 secs total
Opening maintained and
secs 7.0 secs number
operated by the SI.
of
monthly
non-
adherenc
e to the
baseline
exceeds
50;


Metric Measurement
deduct
20 points
time for all users Internet: Internet: Internet: generated from the
web page and In case of system deployed,
5.01 - 7 7.01 – > 8 secs total
static page maintained and
loading operated by the SI.
of
monthly
non-
adherenc
e to the
baseline
exceeds
50;
deduct


Metric Measurement
15 points
time for User users Internet: Internet: Internet: generated from the
Login and In case of system deployed,
5.01 - 7 7.01 – > 8 secs total
Menu page maintained and
opening operated by the SI.
of
monthly
non-
adherenc
e to the
baseline
exceeds
50;
deduct
25 points


Metric Measurement
4 Maximum <10 sec 15 For 3 For 5 For 15 Monthly MIS reports

time for for users Internet: Internet: Internet: generated from the
upload / data In case of system deployed,
10.01 - 12.01 – > 15 secs total
commit (avg. maintained and
12 secs 15.0 secs number
file size = operated by the SI.
of
1MB)
monthly
non-
adherenc
e to the
baseline
exceeds
50;
deduct
25 points
Total points 200
Total Score: 200

Score Range of No SLA category: 191 - 200
Score Range of Lower Performance SLA (Category A): 161– 190
Score Range of Lower Performance SLA (Category B): 121– 160
Score for SLA Breach: 120
Sr. No. SLA Score Range Deduction Penalty

1 < 191 & >=161 (Lower Performance SLA - Category A) 0.25% of monthly payment for every point between <= 190 &>=161
2 < 161 & >=121 (Lower Performance SLA - Category B) 0.5% of monthly payment for every point between < 161 & >=121
Example: SLA Score of 135 will lead to penalty of (0.25% * 30) + (0.5% * 25) = 20%
3 <=120 Departmental action in case of breach for continuous 3 months
Note:
e) In the event of a disaster, when the DR site is operational, the SLA parameters for the application will be the same as the SLA defined for
normal operation.
f) The SLA penalties will be capped at 20% of the QGR Payments

5.4 Service levels for Out Bound Call Centre and Integration with External Systems
Service Baseline Breach Measurement
No. Metric Baseline Points Points Points

OUT BOUND CALL CENTRE (BASELINE SCORE = 20)
1 Percentage > 99% 8 90 -99% 2 80 -90% 4 <80% 8 MIS reports generated

of Daily from the EMS deployed,
Call targets operated and maintained
achieved by the Selected SI.
2 Closure > 99% 8 95 -99% 2 90 -95% 4 <90% 8 MIS reports generated

rate from the EMS deployed,
achieved operated and maintained
per month by the Selected SI.
3 Agent total <=18% 4 18 -20% 1 20 -25% 2 >25% 4 MIS reports generated

Idle Time from the EMS deployed,
% operated and maintained
by the Selected SI.


Service Baseline Breach Measurement
No. Metric Baseline Points Points Points
INTEGRATION WITH OTHER SYSTEMS (BASELINE SCORE = 10)
4 Percentage > 98% 7.5 97 -98% 1.5 95 -97% 3.75 < 95% 7.5 MIS reports generated
of Monthly from the EMS deployed,
Connection operated and maintained
s by the Selected SI.
Established
5 Closure 100% 7.5 98.1 - 1.5 97 -98% 3.75 < 97% 7.5 MIS reports generated
Rate for 99.9% from the EMS deployed,
Established operated and maintained
Monthly by the Selected SI.
Connection
s
Total 35
Total Score: 35
Score Range of No SLA category: 31 – 35
Score Range of Lower Performance SLA (Category A): 28 – 31

Score Range of Lower Performance SLA (Category B): 18 – 28
SLA Breach: < 18
Departmental action in case of breach for continuous 3 months
Sr. No. SLA Score Range Deduction Penalty

1 < 31 &>=28 (Lower Performance SLA - Category A) 0.25% of monthly payment for every point between < 31 &>=28
2 <28 &>=18 (Lower Performance SLA - Category B) 0.50% of monthly payment for every point between <28 &>=18
Example: SLA Score of 20 will lead to penalty of (0.25% for 4 + 0.5% for 8) = 5%
3 <18 Departmental action in case of breach for continuous 3 months
Note: Overall SLA Penalties will be capped at 20% of the QGR Payments

5.5 Service Levels for Roll out of the Project

Following is the indicative timeline proposed for the SI to carry out various activities in the project lifecycle, along with deliverables / milestones
on the same. It must be noted that below is only the indicative timelines and milestones and the SI is expected to submit a detailed project plan
with resource allocation plan to CIDCO.
Base SLA
Penalty Amount of Penalty (Calculated based on
Activity Timelines Deliverables Applicable
Applicable milestone payment)
(months) (months)
PHASE I – DESIGN AND DEVELOPMENT
Project Initiation & T Detailed Project T to T+1/2 >T+1/2 A Penalty of 0.05% per week for the first two weeks,
Team Mobilization Plan 0.1% per week for every subsequent week, subject
Detailed resource to a maximum of 0.5 %.
profile Once the maximum penalty limit has reached
Resource department has the right to call for Annulment of
allocation plan the contract.
Risk Penalty will be computed on Total Contract Value.
management and
mitigation plan

Base SLA
(months) (months)
Requirements T1=T+5 Report on any T+5 to T+6 > T+6 A Penalty of 0.05% for the first month, 0.1% per
Analysis & Design additional month for every subsequent month, subject to a
functionalities maximum of 0.5 %.
suggested to Once the maximum penalty limit has reached
improve department has the right to call for Annulment of
efficiency of the contract.
proposed system Penalty will be computed on Total Contract Value.
System Design
Report
Technical Design
Document
Software
Requirement
Specifications
Report
Development & T2=T1+ Architecture & T1+9 to > T1+10 A Penalty of 0.05% for first month, 0.10% per
Coding 9 DB design Report T1+10 month for every subsequent month. Subject to a
maximum of 1.0 %.
Deployment Plan Once maximum penalty limit has reached
department has the right to call for Annulment of

Base SLA
(months) (months)
the contract.
Penalty will be computed on Total Contract Value.
Testing & UAT T3=T2+ Test Cases T2+2 to T2+3 > T2+3 A Penalty of 0.02% for first month, 0.04% per
2 Test Data month for every subsequent month. Subject to a
Test Reports maximum of 0.5 %.
generated at all Once maximum penalty limit has reached
stages (until zero department has the right to call for Annulment of
defects) the contract.
Application Test Penalty will be computed on Total Contract Value.
plan, Test cases,
Test
assumptions,
Test coverage
and boundaries
UAT Sign-off
Certificate
PHASE II – COMMISSIONING & GO-LIVE

Base SLA
(months) (months)
Procurement, T4=T+ Procurement T+12to T+13 >T1+13 A Penalty of 0.1% for first month, 0.2% per month
Installation of 12 Reports for every subsequent month. Subject to a maximum
Hardware & Invoices & of 1.0 %.
Networking related warranty Once the maximum penalty limit has reached
components information department has the right to call for Annulment of
Location wise the contract.
BoM with Penalty will be computed on Total Contract Value.
technical
specifications for
the IT hardware,
network and
other IT
infrastructure
requirements
Report on the
reusability of
existing
infrastructure

Base SLA
(months) (months)
Application Training T5=T2+ Detailed Training T2+4 to T2+5 > T2+5 A Penalty of 0.05% for first month, 0.1% per month
4 plan for every subsequent month. Subject to a maximum
Training manual of 1.0 %.
Training material Once the maximum penalty limit has reached
Training department has the right to call for Annulment of
&Change the contract
Management Penalty will be computed on Total Contract Value.
report
Training
Schedule / Plan
Satisfactory
Training
Completion
Feedback Report
Integration & T6=T3+ Handholding T3 + 1 to A Penalty of 0.05% for first month, 0.1% per month
Handholding Support 1 Support for the T3+2 for every subsequent month. Subject to a maximum
Transition of 1.0 %.
Management Once the maximum penalty limit has reached
department has the right to call for Annulment of
the contract.

Base SLA
(months) (months)
Penalty will be computed on Total Contract Value.
Commissioning & Go- T7=T6+ Helpdesk / T6+1 to T6+2 >T6+2 A Penalty of 0.2% for first month, 0.4% per month
Live 1 Technical for every subsequent month. Subject to a maximum
support plan of 1.0 %.
Business Once the maximum penalty limit has reached
Continuity and department has the right to call for Annulment of
Disaster the contract.
Recovery plan Penalty will be computed on Total Contract Value.
including backup
plan
Data migration
plan
Manpower
deployment plan
Certificate of
successful
commissioning
Go-live Plan
PHASE III – MAINTENANCE & SUPPORT

Base SLA
(months) (months)
Operations, T8=T7+ Monitoring
Maintenance & 60 Framework
Warranty support for Escalation
period of 5 years Reports
MIS reports with
details of
Operations
Maintenance /
Support /
Warranty
Activities carried
out
Exit Management
Plan including
plan for
Knowledge
Transfer
Note:
“T” - Time of signing of contract with the Bidder

In case where approval of documents is required from CIDCO, CIDCO will have two weeks to approve the same, beyond which the applicable
delivery date for the subsequent milestone will be extended by the amount of time that CIDCO takes to approve beyond two weeks. For e.g. if the
milestone for a deliverable is T+5 months and SI submits on T+5 months but CIDCO takes three weeks to approve the document, then the next
deliverable which was originally scheduled for T+5 months will now be scheduled for T+5 months and 3 weeks.
The SI must submit a detailed project plan for all the activities mentioned in this document. If there are any issues related to adherence of
timelines, the SI should raise the concerns to CIDCO in writing.
The SI is also required to provide an alternative but equally viable solution to meet the expectations. In all such matters, the decision of CIDCO will
be final and binding on all parties.

5.6 Service Levels for Business Continuity

Sr.
Service Metric Parameters Penalty Measurement
No.
1 Maximum Transaction Lost at any No transactions lost: No penalty MIS reports generated from the system
point of time in the system 0 mins to 15 mins of transactions lost: 2 Lakhs deployed, operated and maintained by the
16 mins to 1 hours of transactions lost: 3 Lakhs Selected SI.
per 15 min till 1 hour E.g. 5 hours of transaction lost, penalty imposed
> 1 hour of transactions lost: will lead to contract will be: 59 Lakhs
termination. (2) + (3 X 3) + (4 X 12) = 59 Lakhs
2 Latency of data replication at < 1 hour: No penalty Random audits performed by the consultant on
Disaster Recovery Site 1 to 2 hours: 2 Lakhs per hour of delay till 2nd a monthly basis.
hour E.g. Transaction was last replicated on the DR
2 to 4 hours: 5 Lakhs per hour of delay till 4th site 11 hours ago, penalty imposed will be:
hour (1 X 2) + (2 X 5) + (7 X 10) = 82 Lakhs
> 4 hours: 10 Lakhs per hour of delay
3 Time for recovery of Primary Data < 2 Hours: No penalty MIS reports generated from the system
Center 2 to 4 hours: 2 Lakhs per hour for delay till 4th deployed, operated and maintained by the
hour Selected SI.
4 to 8 hours: 5 Lakhs per hour of delay till 8th E.g. DC site was recovered in 11 hours, penalty
hour imposed will be:
> 8 hours: 10 Lakhs per hour of delay (2 X 2) + (5 X 4) + (10 X 3) = 54 Lakhs
4 Drill at DRC Drill at DRC needs to be performed once every 6 Drill performance Success / Failure Report

months. Successful Operation run at CIDCO

Every time that the drill is not performed or the
drill fails, the SI will have to pay a penalty of 20%
Penalty will be computed on Quarterly Guaranteed
Payment for the quarter.
Note:
a) For the purpose of business continuity, the recovery time objective is expected to be not greater than 2 hours and the recovery point
objective as stated above is such that no transactions should be lost. Drill schedule should be formally approved by CIDCO.
b) Overall SLA Penalties will be capped at 20% of the QGR Payments

5.7 Service Levels for Change Requests and Penalty Applicable

Change request type Severity of SLA Penalty Penalty Amount (Penalty calculated on
(Simple, Medium, change (Low, Applicable value of change requests)
Highly Complex) Critical, Highly (weeks)
Critical)
Simple Low T to T+2 weeks, where T is >T+2 weeks A Penalty of 0.5% per week for the first two
the timeframe for weeks, 1.0% per week for every subsequent
completion of the Change week, subject to a maximum of 4 %.
request as agreed upon by
the dept., SI and Consultant
Simple Critical T to T+1, where T is the >T+1 weeks A Penalty of 0.75% per week for the first two
timeframe for completion of weeks, 1.5% per week for every subsequent
the Change request as week, subject to a maximum of 5 %.
agreed upon by the dept., SI
and Consultant
Simple Highly Critical T, where T is the timeframe >T A Penalty of 1.0% per week for the first two
for completion of the weeks, 2.0% per week for every subsequent
Change request as agreed week, subject to a maximum of 6 %.
upon by the dept., SI and
Consultant

Critical)
Medium Low T to T+3, where T is the >T+3 week A Penalty of 0.5% per week for the first two
the Change request as weeks, subject to a maximum of 5 %
and Consultant
Medium Critical T to T+2, where T is the >T+2 weeks A Penalty of 0.75% per week for the first two
and Consultant
Medium Highly Critical T to T+1, where T is the >T+1 week A Penalty of 1.0% per week for the first two
and Consultant
Highly Complex Low T to T+4, where T is the >T+4 weeks A Penalty of 0.5% per week for the first two
the Change request as weeks, subject to a maximum of 6%

Critical)
and Consultant
Highly Complex Critical T to T+3, where T is the >T+3 weeks A Penalty of 0.75% per week for the first two
and Consultant
Highly Complex Highly Critical T to T+2, where T is the >T+2 Weeks A Penalty of 1.0% per week for the first two
and Consultant
Please Note:

Once maximum penalty limit has been reached, department has right to cancel the CR and get the CR activity implemented by third party and
recover all the cost and interest charges from the SI by imposing additional penalties.
Penalty will be computed on Total Value of Change Request.
If the man-month estimate provided by the SI for any CR is found to be excessive by the Department and PMC, the Department has the right to get
the CR activity implemented by third party and recover all the cost and interest charges from the SI by imposing additional penalties.

5.8 Penalty Applicable for non-compliance of Policy/Procedure

The compliance check will be carried out for all the processes at least once every quarter by
department officials or by a department nominated agency. Noncompliance for any
policy/procedure will be punishable as per following table:
Classification Name of Penalty on 1st time Penalty on 2nd time

Policy/Procedure Noncompliance/ Non Noncompliance/ Non
Adherence Adherence
People Training and Change Penalty of 1% on all Penalty of 3% on all
Management Monthly payouts for the Monthly payouts for
Staff awareness & training audited quarter. the audited quarter.
on policy
Biometric devices
management
Process User Creation and Penalty of 1% on all Penalty of 3% on all
maintenance including Monthly payouts for the Monthly payouts for
password management audited quarter. the audited quarter.
and retrieval
Hardware Procurement,
License management,
upgrades, replacement
Back Up policies
Archival Policies
Email creation,
maintenance and security
PDC, DR, DRC Policy
including scheduled
downtime, backup,
storage, deployment and
migration
System Administration at
client and server end

Classification Name of Penalty on 1st time Penalty on 2nd time

Policy/Procedure Noncompliance/ Non Noncompliance/ Non
Adherence Adherence
Technology Network Security and Penalty of 1% on all Penalty of 5% on all
Management Monthly payouts for the Monthly payouts for
audited quarter. the audited quarter.
Please Note:
The compliance check will be carried out for all the processes at least once every quarter by
department officials or by a department nominated agency.
For any Non Compliance or Non Adherence repeated on 3 occasions for any of the classification
(People, Process and Technology), Department will consider the case as breach of contract
agreement and will proceed with annulment of the contract, levy of penalties and recovery of
damages arising from annulment of contract.

5.9 Penalty Applicable for Breach of Application Security or

Compromise of Application Integrity
Breach in any area Penalty on 1st Penalty on 2nd Penalty on 3rd
(Cyber Crime / Occurrence Occurrence Occurrence
Hacking / Data
Theft / Fraud)
Database Security Depending on the Depending on the type Department will
type of incident and of incident and its consider the case as
Application Security
its impact, a Penalty impact, a Penalty of breach of contract
of 20% on the 20% on the Quarterly agreement and will
Information Security
Quarterly Guaranteed Guaranteed Payment proceed with
Network Security
Payment (QGR) or (QGR) or the annulment of the
EMS Security
Physical and the Department will Department will contract, levy of
consider the case as consider the case as penalties and
Environmental
breach of contract breach of contract recovery of damages
Security
agreement and will agreement and will arising from
proceed with proceed with annulment of
annulment of the annulment of the contract.
contract, levy of contract, levy of
penalties and penalties and recovery
recovery of damages of damages arising
arising from from annulment of
annulment of contract.
contract.

5.10 Penalty Applicable for non-compliance of relevant certifications

Service Metric Parameter Penalty
Delay in obtaining relevant security Certification

Category Certification
1% of the Monthly Payment for
Information Security ISO 27001 certification
delay of every month in obtaining
Operational Integrity ISO 27002 certified each of the certifications.
& Security system
Management
Service Management ISO/IEC 20000

specifications
Project IEEE/ISO specifications

Documentation for documentation
IT Infrastructure ITIL/ EITM specification

Management

5.11 Factors Treated as External

Following are the factors that may be treated as external factors and being out of control for
system downtime:
Sr. No. External Factors
1. Floods/Storms/terrorist attacks
Disruption due to heavy clouds, extreme windy conditions, dust storms, hailstorms,
2.
etc. only in case of VSAT locations.
Damage to equipment due to water seepage on account of rains and bad weather
3.
conditions (only where the physical room space is maintained by the Dept.)
In addition to the above mentioned factors certain cases outside the control of the SI may hinder
the process of monitoring the system downtime. For example: Issues at user end like switching
off of equipment (WAN/ UPS, etc.) before office closing hours or during office hours, late
switching on of equipment (WAN/ UPS, etc.) in the morning, etc. The department at its
discretion may decide any such cases/situations which need to be taken into consideration
while monitoring the system downtime. The department shall also take necessary corrective
actions in these cases.
It should be noted that EMS solution should be deployed for SLA monitoring. Important Notes
by the SI and any CIDCO requirements specific configuration parameters setting would also be
done by the SI. This tool would be deployed in the Data Center and would be accessible to
CIDCO nominated officials and also to any centralized agency nominated by CIDCO.

6 Project Milestones and Payment Terms
6.1 Payment Model

45% of Total Contract Value (TCV) as upfront Milestone-based Payment + 55% of TCV in
Quarterly Guaranteed payment (QGR)
6.2 Milestone-based Payment (45% Payment)

CIDCO will be making payments to the selected vendor once the selected vendor starts
operations. Operations will be considered to have started as soon as CIDCO signs contract with
Bidder.
CIDCO will be making the Milestone payments on completion of the milestones defined in the
RFP as follows:
Sr. No. Milestone Payment
1. Milestone 1(M1) – To be paid at SRS Acceptance 10%

Milestone 2(M2) – To be paid after PDC, DRC and NOC Build
2. Completion and acceptance of DC, DR hardware and 20%
software implementation Report
3. Milestone 3 (M3) – To be paid at UAT Launch 10%
4. Milestone 4(M4) – To be paid at Go-live 5%
6.3 Quarterly Guaranteed Payment (55% Payment)

a) Quarterly Guaranteed Payment to the selected vendor will be calculated in two stages:
i. Quarterly Payment
ii. Additional Work Payment
b) The QGR Payments will be divided into 20 Quarters, with each quarterly payment getting
apportioned as per the table below:
PROPOSED PROPOSED
YEAR
YEARLY PAYMENT (% OF TCV) QGR PAYMENT (% OF TCV)
YEAR1 9.00% 2.25%

YEAR2 10.00% 2.50%
YEAR3 11.00% 2.75%
YEAR4 12.00% 3.00%
YEAR5 13.00% 3.25%

As per the above table, the QGR payments for all the four quarters of the first year of the
contract will be 2.50% of TCV, in the 2nd year all four QGR payments will be 2.75% of TCV and
so forth.
c) For Quarterly Guaranteed Payment, the selected vendor will be required to raise an invoice
along with detailed report
d) When making payments to the Bidder / SI, CIDCO shall make the payment to the SI inclusive
of Service Tax. It will be the SI’s responsibility to further ensure the payment of Service Tax.
6.3.1 Quarterly Payment
Type of Payment Amount(Rs.)
Total Quarterly Guaranteed fees for the Quarter (A)
6.3.2 Other Fees
Other Fees (Rs.) (Only applicable

Activity Description of Fees
to the concerned month)
Fees attributable to Change

requests
Total Other Fees For This Month (B)
6.3.3 IT related penalties
Service Level Requirements Penalty Criteria Penalty (Rs.)
Solution Availability
Helpdesk Availability
Change Requests
Non-compliance of Policy/Procedure
Non-compliance of relevant security

certifications
TOTAL “FINAL” IT RELATED PENALTIES FOR THIS MONTH (C)
Penalty will be levied based on support documents and / or measurements.

In the event of a disaster, when the DR site is operational, the SLA parameters for the

application will be twice of the SLA defined for normal operation.

During the stabilization period of first three months in operations, no IT related penalty would
be levied on the vendor.
Quarterly payment shall be calculated on acceptance of invoices submitted by vendor on

Quarterly basis.
1. Calculation of Quarterly Guaranteed Payment (A)

2. Calculation of other fees (B)
3. Calculation of IT related penalties (C)
Final Quarterly Payment P = A + B – C

7 Annexure – 1: Compliance Sheet for Pre-qualification

Proposal
(The pre-qualification proposal should comprise of the following basic requirements. The
documents mentioned in this compliance sheet along with this form, needs to be a part of the
Pre-Qualification proposal)
Sr. Basic Reference

Required Provided
No. Requirement & Page No.
1. Bid Submission Fee Demand Draft Yes / No
Copy of Power of Attorney in the
2. Power of Attorney name of the Authorized signatory as Yes / No
per Format in the RFP
3. Particulars of the As per Format in the RFP Yes / No

Bidders
Bank Guarantee as per Format in the
4. Bid Security Deposit RFP Yes / No
Extracts from the audited Balance
Annual Turnover in sheet and Profit & Loss; OR
5. System Integration Certificate from the statutory Yes / No
auditor
6. Annual Turnover Certificate from the statutory Yes / No

auditor as per Format in the RFP
7. Net Worth Certificate from the statutory Yes / No

auditor as per Format in the RFP
Completion Certificates from the
client; OR
Work Order + Self Certificate of
8. Technical Capability Completion (Certified by the Yes / No
Statutory Auditor); OR
Work Order + Phase Completion
Certificate from client
9. Certifications CMMI 5 and other certifications Yes / No
10. Consortiums As per Format in the RFP Yes / No
11. Legal Entity Copy of Certificate of Incorporation; Yes / No

and

Sr. Basic Reference

Required Provided
No. Requirement & Page No.
Copy of Service Tax
Registration Certificate
Self-Certification by the authorized
12. Manpower Strength signatory Yes / No
13. Debarring Affidavit with a self-certified letter Yes / No

as per Format in the RFP

8 Annexure – 2: Request for Clarification
8.1 Bidders Request for clarification

Bidders requiring specific points of clarification may communicate with CIDCO during the
specified period using the following format:
BIDDER’S REQUEST FOR CLARIFICATION
Name and complete official Telephone, Fax and E-mail of the organization
address of Organization Tel:
submitting query / request for Fax:
Email:
clarification
Content of Change
Raised By
Sr. Volume Section Page RFP Requested/
(Company Response
No. No. No. No. Requiring Clarification
Name)
Clarification required
1.
2.
3.
4.
5.
6.

8.2 Format for Furnishing General Information

The Table below provides the format in which general information about the bidders
(consortium members, in case the Proposal is from a consortium) must be furnished.
GENERAL INFORMATION
PARTICULARS DETAILS TO BE FURNISHED
Details of the Bidder/ Lead Member(Company)
Name
Address
Telephone Fax
E-mail Website
Details of Authorized person
Name
Address
Telephone E-mail
Details of the Other member of the Consortium {Company}, If any

Name
Address
Telephone Fax
E-mail
Details of Authorized person
Name
Address
Telephone E-mail

8.3 Format for Furnishing Incorporation and Business

Commencement Details of the Bidder and Members of the
Consortium
The bidder will furnish information related to incorporation and business commencement
details about Bidder’s operations (Consortium Members, in the case of a Consortium) as per the
format given below. Related & relevant scanned and signed copies of the necessary certificates/
supporting documents also need to be furnished immediately after this format.
INFORMATION ON BUSINESS COMMENCEMENT DETAILS ABOUT THE COMPANY
Name of the Bidder Details of Details of

Status of
or Name of Lead the Whether Incorporation of Commencement
Sr. Member and Other Bidder the Company of Business
Company
No. Members Company or
Public Ltd./
(in case of Member Date ROC Ref. Date ROC Ref.
Private Ltd.
consortium)
1.
2.

8.4 Format for Furnishing Information about Lead Member and

Other Member of the Consortium on their Respective Roles
and Responsibilities
The Lead member will furnish the details of the roles and responsibilities of the members of the
Consortium in case of a Consortium Proposal as per the format given below.
DETAILS OF SPECIFIC RESPONSIBILITIES (APPLICABLE IN CASE OF CONSORTIUM)
Sr. Name of Lead Member and Other Specific responsibilities of each member (including
No. Members in consortium Lead Member) in the scope of project
1.
2.

8.5 Format for Consortium Agreement

(To be on non-judicial stamp paper of appropriate value as per Stamp Act relevant to place of
execution.)
THIS Consortium Agreement executed on this....................... day of ..................Two thousand..................

between......................................................................... (Lead Member) and having its Office
at................................ (hereinafter called the "Lead Member”, which expression shall include its
successors, executors and permitted assigns)
and
..................................................................(Other Member of Consortium) and having its Office

at............................................................ (hereinafter called the "Other Member", which expression shall
include its successors, executors and permitted assigns) and for the purpose of submitting a
Proposal for Selection of Bidder for the Project (name of Project)
NOW THEREFORE, THIS INDENTURE WITNESSTH AS UNDER:
In consideration of the above premises and agreement all the parties in this Consortium do
hereby mutually agree as follows:
In consideration of the selection of the Consortium as the Bidder for CIDCO Ltd., we the
Members of the Consortium do hereby unequivocally agree that M/s..................................................
(Insert name of the Lead Member), shall act as the Lead Member as defined in the Proposal
documents for self and agent for and on behalf of ………………………………. (the names of all the
Other Consortium Member of the Consortium to be filled in here)
The Lead Member is hereby authorized by the Other Member of Consortium and parties to the
Consortium Agreement to bind the Consortium and receive instructions for and on behalf of the
Other Consortium Member.
The Lead Member shall be liable and responsible for ensuring the individual and collective
commitment of each of the Members of the Consortium. Each Consortium Member further
undertakes to be individually liable for the performance of its part of the obligations without in
any way limiting the scope of collective liability envisaged in this agreement.

It is expressly understood and agreed between the Members that the responsibilities and
obligations of each of the Members shall be as delineated as annexed hereto as specified in the
RFP (to be provided by the Lead Member) forming integral part of this Agreement. It is further
agreed by the Members that the above sharing of responsibilities and obligations shall not in
any way be a limitation of joint and several responsibilities and liabilities of the Members, with
regards to all matters relating to the Project.
It is clearly agreed that the Lead Member shall ensure performance in all respect under the
Contract and if one or more Consortium Members fails to perform its/ their respective
obligations under the Contract, the same shall be deemed to be a default by all the Consortium
Members.
This Consortium Agreement shall be construed and interpreted in accordance with the Laws of
India and courts at Mumbai alone shall have the exclusive jurisdiction in all matters relating
thereto and arising there under.
It is hereby agreed that if the Bidding Consortium is qualified to submit a Proposal, the Lead
Member shall submit the Bid Security, as stipulated in the Proposal documents, on behalf of the
Consortium Members.
It is hereby agreed that in case of selection of Bidding Consortium as the successful bidder, the
parties to this Consortium Agreement do hereby agree that Lead Member shall submit the
Performance Bank Guarantee as mentioned in the RFP documents, on behalf of the Consortium
Members.
It is further expressly agreed that the Consortium Agreement shall be irrevocable and shall form
an integral part of the Proposal and shall remain valid till the completion of the Project. The
Lead Member is authorized and shall be fully responsible for the accuracy and veracity of the
representations and information submitted by the Consortium Members respectively from time
to time in response to the Proposal and for the purposes of the Assignment.
It is hereby expressly agreed between the Members to this Consortium Agreement that neither
Member shall assign or delegate its rights, duties or obligations under this Agreement except
with prior written consent of CIDCO Ltd.
This Consortium Agreement
a) has been duly executed and delivered on behalf of each Member hereto and constitutes
the legal, valid, binding and enforceable obligation of each such party,

b) sets forth the entire understanding of the parties hereto with respect to the subject
matter hereof;
c) shall not be amended or modified except in writing signed by each of the Member and
with prior written consent of CIDCO Ltd.
IN WITNESS WHEREOF, the parties to the Consortium Agreement have, through their
authorized representatives, executed these present and affixed Common Seals of their
respective companies on the Day, Month and Year first mentioned above.
For and on behalf of Lead Member (Lead

Member)
M/s.………………
(Signature of authorized representative)
Name:
Common Seal of..............................
Designation:
has been affixed in my/our presence
Place: pursuant to the Board of Director’s
resolution dated........ ......................
Date:
WITNESS
1. ……………………………………………….
(Signature)
Name ………………………………….
Designation...........…………………..
2. ……………………………………………….
(Signature)
Name ………………………………….

Designation...........…………………..
For and on behalf of Consortium Member (Other

Member)
M/s………………………….
Name:
Common Seal of..............................
Designation:
has been affixed in my/our presence
Place: pursuant to the Board of Director’s
Date:
WITNESS
1. ……………………………………………….
(Signature)
Name ………………………………….
Designation...........…………………..
2. ……………………………………………….
(Signature)
Name ………………………………….
Designation...........…………………..
For and on behalf of Consortium Member (Party

3)
M/s………………………….

Name: Common Seal of..............................
Designation: has been affixed in my/our presence

pursuant to the Board of Director’s
Place:
Date:
WITNESS
1. ……………………………………………….
(Signature)
Name ………………………………….
Designation...........…………………..
2. ……………………………………………….
(Signature)
Name ………………………………….
Designation...........…………………..
Attested:
(Signature)
(Notary Public)
Place:
Date:

9 Annexure 3: Proposal Covering Letter

(Company Letterhead)
[Date]
To,
SYSTEM MANAGER
CIDCO
CIDCO Bhavan, CBD Belapur
Dear Sir,
Ref: RFP for Selection of Bidder for Implementation of SAP ERP for CIDCO
Having examined the RFP, the receipt of which is hereby duly acknowledged, we, the
undersigned, offer to provide the professional services as required and outlined in the RFP for
the aforementioned Project.
We attach hereto our response (Pre-qualification, Technical and Commercial) as required by the
RFP, which constitutes our Proposal.
We confirm that the information contained in this response or any part thereof, including its
exhibits, and other documents and instruments delivered or to be delivered to CIDCO is true,
accurate, verifiable and complete. This Proposal includes all information necessary to ensure
that the statements therein do not in whole or in part mislead the evaluation and selection
process.
We fully understand and agree to comply that on verification, if any of the information provided
here is found to be misleading the evaluation and selection process, we are liable to be
dismissed from the selection process or be terminated during the Contract, if selected to sign
and execute the Contract.

We agree for unconditional acceptance of all the terms and conditions set out in the RFP
document but for the suggestions provided by us along with our Proposal in the format
prescribed in the RFP and also agree to abide by this Bid for a period of six months from the
date of submission of the Proposals.
The suggestions provided by us are subject to review by CIDCO during the proposal review
Stage and CIDCO reserves the right to reject the suggestions made as indicated in the RFP.
We hereby declare that in case the Contract is awarded to us, we shall submit the Performance
Bank Guarantee in the format prescribed in the RFP within 15 Business Days of issuance of the
Letter of Acceptance to us.
We agree that you are not bound to accept any Bid you may receive. We also agree that you
reserve the right in absolute sense to reject all or any of the products/ services specified in the
Bid.
It is hereby confirmed that I/We are entitled to act on behalf of our company/ corporation/
organization and empowered to sign this document as well as such other documents, which
may be required in this connection.
Dated this Day of <Month and Year>
(Signature) (In the capacity of) (Name)
Duly authorized to sign the Bid for and on behalf of:
(Name and Address of Company) Seal/Stamp of Bidder (/ Lead Member in case of

Consortium)

10 Annexure – 4: Formats for Pre-Qualification & Other

Requirements
10.1 Declaration of not being banned by the Government

of Maharashtra
(Company letterhead)
[Date]
To
SYSTEM MANAGER
CIDCO
Sir,
Sub: Declaration of not being banned or debarred by the Government of Maharashtra
I, authorized representative of _________________________, hereby solemnly confirm that the

Company …………………is not banned by the Government of Maharashtra which includes any
Government Department, Public Sector Undertakings of the Government, Statutory Boards
formed by the Government, Local Bodies in the State, Co-operative Institutions in the State,
Universities and Societies formed by the Government for any reason as on last date of
submission of the Bid. In the event of any deviation from the factual information/ declaration,
CIDCO reserves the right to reject the Bid or terminate the Contract without any compensation
to the Company.
In case of Consortium, please use the following:
I, authorized representative of _________________________, hereby solemnly confirm that the

Company …………………..and our Consortium Member …………………..are not banned by the

Government of Maharashtra which includes any Government Department, Public Sector

Undertakings of the Government, Statutory Boards formed by the Government, Local Bodies in
the State, Co-operative Institutions in the State, Universities and Societies formed by the
Government for any reason as on last date of submission of the Bid. In the event of any deviation
from the factual information/ declaration, CIDCO reserves the right to terminate the Contract
without any compensation to the Company.
Thanking you,
Yours faithfully
(Signature of the Authorized signatory of the Bidding organization)
Name :
Designation :
Date :
Time :
Seal :
Business Address

10.2 Power of Attorney

Know by all men by these presents, We………………………………………………….(Name of the Bidder
and address of their registered office) do hereby constitute, appoint and authorize Mr. / Ms.
………………………………(name and residential address of Power of attorney holder) who is
presently employed with us and holding the position of …………………………………………….
as our Attorney, to do in our name and on our behalf, all such acts, deeds and things necessary in
connection with or incidental to our Proposal for the Selection of Bidder for Implementation of
SAP ERP in CIDCO including signing and submission of all documents and providing information
/ responses to CIDCO, representing us in all matters before CIDCO, and generally dealing with
CIDCO in all matters in connection with our Proposal for the said Project.
We hereby agree to ratify all acts, deeds and things lawfully done by our said Attorney pursuant
to this Power of Attorney and that all acts, deeds and things done by our aforesaid Attorney
shall and shall always be deemed to have been done by us.
For ___________________________
Name:
Designation:
Date:
Time:
Seal:
Business Address:
Accepted,
………….. (Signature)
(Name, Title and Address of the Attorney)

Note:
The mode of execution of the Power of Attorney should be in accordance with the procedure, if
any, laid down by the applicable law and the charter documents of the executant(s) and when it
is so required the same should be under common seal affixed in accordance with the required
procedure.
The Power of Attorney shall be provided on Rs.100/- stamp paper.
The Power of Attorney should be supported by a duly authorized resolution of the Board of
Directors of the Bidder authorizing the person who is issuing this power of attorney on behalf of
the Bidder.

10.3 No Conflict of Interest

[Date]
To
SYSTEM MANAGER
CIDCO
Sir,
Sub: Undertaking on No Conflict of Interest
I/We as Bidder (SI) do hereby undertake that there is, absence of, actual or potential conflict of
interest on our part, on part of our Consortium Member (in case of a Consortium) due to prior,
current, or proposed contracts engagements, or affiliations with CIDCO.
I/We also confirm that there are no potential elements (time frame for service delivery,
resource, financial or other) that would adversely impact our ability to complete the
requirements of this RFP.
We undertake and agree to indemnify and hold CIDCO harmless against all claims, losses,
damages, costs, expenses, proceeding fees of legal advisors (on a reimbursement basis) and fees
of other professionals incurred (in the case of legal fees & fees of professionals, reasonably) by
CIDCO and/or its representatives, if any such conflict arises later.
Yours faithfully,
Authorized Signatory

Designation
Date
Time
Seal
Business Address

10.4 Consortium Declaration

[Date]
To
SYSTEM MANAGER
CIDCO
Sir,
Sub: Declaration on Consortium
I/We as Lead Member, hereby declare the Roles and Responsibilities of the Consortium
members:
Assigned Scope
Sr. No. Name Status Responsibilities
of work
1. A Lead Member
2. B Other Member
I/We understand that as Lead Member, I/We possess majority of the stake in this Project. I/We
understand that stake is calculated based on roles and responsibilities declared for the
Consortium in the Bid and the associated pricing declared in the Commercial Proposal. I/ We
understand that if this information / declaration are found to be false or incorrect, CIDCO
reserves the right to reject the Bid or terminate the Contract with us immediately without any
compensation to us.

Yours faithfully,
Authorized Signatory of the Lead Member
Designation
Date
Time
Seal
Business Address

10.5 Non-Disclosure Agreement

[Company Letterhead]
This AGREEMENT (hereinafter called the “Agreement”) is made on the [day] day of the month of
[month], [year], between, CIDCO on the one hand, (hereinafter called the “CIDCO”) and, on the
other hand, [Name of the Bidder] (hereinafter called the “Bidder”) having its registered office at
[Address]
WHEREAS
1. The “CIDCO” has issued a public notice inviting various organizations for provision of
services under the Total SAP ERP Solution for implementation of e-Governance Project
(hereinafter called the “Project”) of the CIDCO;
2. The Bidder, having represented to the “CIDCO” that it is interested to bid for the proposed
Project,
3. The CIDCO and the Bidder agree as follows:
a) In connection with the “Project”, the CIDCO agrees to provide to the Bidder a detailed
document on the Project vide the Request for Proposal contained in two volumes. The
Request for Proposal contains details and information of the CIDCO operations that are
considered confidential.
b) The Bidder to whom this information (Request for Proposal) is disclosed shall –
i. hold such information in confidence with the same degree of care with which the
Bidder protects its own confidential and proprietary information;
ii. restrict disclosure of the information solely to its employees, (consortium) other
member with a need to know such information and advise those persons of their
obligations hereunder with respect to such information;
iii. use the information only as needed for the purpose of bidding for the Project;
iv. except for the purpose of bidding for the Project, not copy or otherwise duplicate
such information or knowingly allow anyone else to copy or otherwise duplicate
such information; and
v. undertake to document the number of copies it makes
vi. on completion of the bidding process and in case unsuccessful, promptly return
to the CIDCO, all information in a tangible form or destroy such information

4. The Bidder shall have no obligation to preserve the confidential or proprietary nature of any
information which:
a) was previously known to the Bidder free of any obligation to keep it confidential at the
time of its disclosure as evidenced by the Bidder’s written records prepared prior to
such disclosure; or
b) is or becomes publicly known through no wrongful act of the Bidder; or
c) is independently developed by an employee, agent or contractor of the Bidder not
associated with the Project and who did not have any direct or indirect access to the
information.
5. The Agreement shall apply to all information relating to the Project disclosed by the CIDCO to
the Bidder.
6. CIDCO will have the right to obtain an immediate injunction enjoining any breach of this
Agreement, as well as the right to pursue any and all other rights and remedies available at law
or in equity for such a breach.
7. CIDCO reserves the right to share the information received from the bidder under the ambit
of RTI Act
8. Nothing contained in this Agreement shall be construed as granting or conferring rights of

license or otherwise, to the Bidder, on any of the information. Notwithstanding the disclosure of
any information by the CIDCO to the Bidder, the CIDCO shall retain title and all intellectual
property and proprietary rights in the information. No license under any trademark, patent or
copyright, or application for same that are now or thereafter may be obtained by the CIDCO is
either granted or implied by the conveying of information. The Bidder shall not alter or
obliterate any trademark, trademark notice, copyright notice, confidentiality notice or any
notice of any other proprietary right of the CIDCO on any copy of the information, and shall
reproduce any such mark or notice on all copies of such information.
9. This Agreement shall be effective from the date of signing of this agreement and shall
continue perpetually.
10. Upon written demand of the CIDCO, the Bidder shall (i) cease using the information, (ii)
return the information and all copies, notes or extracts thereof to the CIDCO forthwith after
receipt of notice, and (iii) upon request of the CIDCO, certify in writing that the Bidder has
complied with the obligations set forth in this paragraph.

11. This Agreement constitutes the entire Agreement between the CIDCO and the Bidder
relating to the matters discussed herein and supersedes any and all prior oral discussions
and/or written correspondence or agreements between the two parties. This Agreement may
be amended or modified only with the mutual written consent of the parties. Neither this
Agreement nor any right granted hereunder shall be assignable or otherwise transferable.
12. Confidential information is provided “As-Is”. In no event shall the CIDCO be liable for the
accuracy or completeness of the confidential information.
13. This agreement shall benefit and be binding upon the CIDCO and the Bidder and their
respective subsidiaries, affiliate, successors and assigns.
14. This agreement shall be governed by and construed in accordance with the Indian laws.
For and on behalf of the Bidder
(Signature)
(Name of the authorized Signatory)
Designation :
Date :
Time :
Seal :
Business Address

10.6 Annual Turnover Format

Annual Turnover generated from services related to System Integration/ Application
Development (For last three years)
NAME OF BIDDER:
Annual Turnover Data for the Last 3 Years
Amount Exchange Indian National Rupees

Year
Currency Rate Equivalent
Year 1
Year 2
Year 3
Average Annual System Integration/

Application Development Turnover
1. The information supplied shall be substantiated by data in the audited balance sheets and
profit and loss accounts for the relevant years and submitted as attachments in respect of the SI
or all partners constituting the SI.
2. Contents of this form should be certified by a Chartered Accountant/Auditor.

10.7 Net worth Format

Bidder must fill in this form
NAME OF BIDDER:
2009-10 (if figures Financial Data for Previous 3 Years

Sr. No. Block Year for 2012 – 13 are [Indian National Rupees]
not available) 2010-11 2011-12 2012-13
1. Paid-up share capital
2. Reserves and
surpluses
3. Revaluation Reserve
4. Preliminary and pre-

operative expenditure,
5. Accumulated losses
6. Miscellaneous
expenditure
Net Worth
[= 1 +2-3-4-5-6]
The bidder shall attach copies of the following original documents with the form:
a) Copies of the audited balance sheets, including all related notes, and income statements
for the last three years, as indicated above, complying with the following conditions
b) All such documents reflect the financial situation of the Bidder or partner to a JV, and
not sister or parent companies
c) Net Worth must be audited by a certified accountant
d) Net Worth must be complete, including all notes to the financial statements
e) Net Worth must correspond to accounting periods already completed and audited (no
statements for partial periods shall be requested or accepted)
f) Contents of this form should be certified by a Chartered Accountant/Auditor

10.8 Details of Experience

Details of Experience of System Integration / A pplication Development Service - Fill up one form per
contract of System Integration / Application Development where Bidder has rendered services.
Contract No. Contract Name
Actual Completion
Award Date
Date
Total System Integration / INR
Application Development
Contract Amount
If partner in a JV specify
participation in total System
Integration / Application
Development contract amount/ Percent share of Total: Share Amount: INR
where Bidder has rendered
Consultancy services
Employer’s Name, Current

Address and Current
Telephone/Fax Number, E-mail
Description of the work
Detailed Narrative Description of services rendered.

(Give Details of Work that defines the scope relevant to the requirement)
The Bidder shall attach copies of Certificate of Completion/Substantial Completion issued by the
Employer with the form, failing which the claim of the Bidder shall be liable to be rejected.
Company’s Name & Signature of authorized signatory (Seal)

10.9 Format for Affidavit

FORMAT FOR AFFIDAVIT TO BE SUBMITTED BY THE BIDDER
ALONGWITH THE PROPOSAL
(To be executed in presence of Public Notary on non-judicial stamp paper of the appropriate
value in accordance with relevant stamp Act. The stamp paper has to be in the name of the
bidder)**
I …….. (Name and designation)**…… appointed as the attorney/authorized signatory of the

bidder (including its constituents), M/s. ________ (hereinafter called the bidder) for the purpose
of the Bid for the work of _________ as per the bid No._________ of CIDCO, do hereby solemnly affirm
and state on behalf of the bidder including its constituents as under:
*1. That the BIDDER or any of its constituents has not been debarred/ banned for business
dealing by any Government Department, Government Agency or public sector undertaking, at
any time and/or no such blacklisting is in force as on the deadline for submission of bids.
That none of the previous contracts of the BIDDER or any of its constituents had been
terminated/rescinded for Contractor’s failure by CIDCO during the period of last 2 years before
the deadline for submission of bids.
The BIDDER or any of its constituents has not been imposed liquidated damages (LD) of 5% or
more of contract value by CIDCO due to delay in the implementation of any previous contract
within the period of last 2 years before the deadline for submission of bid, unless it has been set
aside by the competent authority. [2 years shall be reckoned from the date on which imposed
LD has exceeded 5% of the contract price].
That BIDDER or any of its constituents is neither Bankrupt/Insolvent nor is in the process of
winding-up nor there is a case pending before any Court on the deadline of submission of the
bid.
That the name of the BIDDER or any of its constituents is not on the list of “Poor Performer” of
any previous contract awarded by CIDCO as on the deadline for submission of bid. *
That the BIDDER or any of its constituents has not been issued a Show Cause Notice for poor
performer/blacklisting/ banning of business or order for suspension of business by CIDCO.
(Whether or not decision on the show cause notice is still pending.)

We declare that the BIDDER or any of its constituents have not either changed their name or
created a new business entity consequent to having been banned business dealings or
suspended business dealings or having been declared as poor performer.
That The Bidder has on its own payroll more than 100 SAP ERP professionals who are certified
on the proposed product as on 31st march 2013.
8. The BIDDER or its constituents has not been involved in more than 10 litigation cases in
the last 10 years prior to deadline for submission of bids.
9. We declare and certify that we have not made any misleading or false representation in
the forms, statements and attachments in proof of the qualification requirements.
We declare that the information and documents submitted along with the tender by us are
correct and we are fully responsible for the correctness of the information and documents,
submitted by us.
We understand that if the contents of the affidavit are found to be false at any time during bid
evaluation, it will lead to forfeiture of the bid security. Further, we _______ and all our
constituents understand that we shall be liable to be debarred/ banned from award of any
future contract for a period of five years from the date of submission of the bid.
12 We also understand that if the contents of the affidavit are found to be false at any time
after the award of the contract it will lead to termination of the contract, forfeiture of Bid or
Performance Security and Blacklisting, from any award of future contracts for a period of five
years from the deadline for submission of bids.
SEAL AND SIGNATURE OF THE BIDDER
Verification:
Verified on ______ day of _____ at _________ that the contents of the above mentioned
affidavit are true and correct and nothing material has been concealed there from.
SEAL AND SIGNATURE OF THE BIDDER
Attestation before Magistrate/Public Notary

10.10 Particulars of the Bidder

Sr. No. Information Sought Details to be Furnished
1. Name and address of the bidding

2. Incorporation status of the Company
(public limited / private limited, etc.)
3. Year of Establishment
4. Date of registration
5. ROC (Registrar of Companies)

6. Details of company registration
7. Details of registration with
appropriate authorities for service tax
8. Name, Address, email, Phone nos. and
Mobile Number of Contact Person

10.11 Bank Guarantee for Earnest Money Deposit

To,
SYSTEM MANAGER
CIDCO
Whereas <<Name of the bidder>> (hereinafter called 'the Bidder') has submitted the bid for
Submission of RFP # <<RFP Number>> dated <<Date>> for <<Name of the assignment>>
(hereinafter called "the Bid") to <<Nodal Agency>>
Know all Men by these presents that we << >> having our office at <<Address>> (hereinafter
called "the Bank") are bound unto the <<Nodal Agency>> (hereinafter called "the Purchaser") in
the sum of Rs. <<Amount in figures>> (Rupees <<Amount in words>> only) for which payment
well and truly to be made to the said Purchaser, the Bank binds itself, its successors and assigns
by these presents. Sealed with the Common Seal of the said Bank this <<Date>>
The conditions of this obligation are:

a) If the Bidder having its bid withdrawn during the period of bid validity specified by the
Bidder on the Bid Form; or
b) If the Bidder, having been notified of the acceptance of its bid by the Purchaser during the
period of validity of bid
i. Withdraws his participation from the bid during the period of validity of bid
document; or
ii. Fails or refuses to participate in the subsequent Tender process after having been
short listed;
We undertake to pay to the Purchaser up to the above amount upon receipt of its first written
demand, without the Purchaser having to substantiate its demand, provided that in its demand
the Purchaser will note that the amount claimed by it is due to it owing to the occurrence of one
or both of the two conditions, specifying the occurred condition or conditions.
This guarantee will remain in force up to 180 days from the date of bid submission and any
demand in respect thereof should reach the Bank not later than the above date.
NOTHWITHSTANDING ANYTHING CONTAINED HEREIN:
a) Our liability under this Bank Guarantee shall not exceed Rs. <<Amount in figures>> (Rupees
<<Amount in words>> only)

b) This Bank Guarantee shall be valid upto <<insert date>>)

c) It is condition of our liability for payment of the guaranteed amount or any part thereof
arising under this Bank Guarantee that we receive a valid written claim or demand for
payment under this Bank Guarantee on or before <<insert date>>) failing which our liability
under the guarantee will automatically cease.
(Authorized Signatory of the Bank)
Seal:
Date:

10.12 Format for Contact Details

Sr.
Fields Details
No.
1. Name of the Bidder
2. Address of the Bidder
3. Name of the Authorized Signatory to whom

all references shall be made regarding this
RFP
4. Designation of the Authorized Signatory to
whom all references shall be made regarding
this RFP
5. Address of the person to whom all references
shall be made regarding this RFP
6. Telephone (with STD code)
7. E-Mail of the Authorized Signatory
8. Fax No. (with STD code)

11 Annexure Formats for Technical Bid
11.1 Technical Bid Cover Letter

(On letter head of the Bidder/Lead Member)
From:
……………………..
……………………..
To
SYSTEM MANAGER
CIDCO
Dear Sir,
Sub: RFP for Selection of Bidder for Implementation of SAP ERP for CIDCO
Ref: Notice for RFP No. ………………… dt. ……………
Having examined the completeness of RFP documents, studied the terms and conditions of
contract stipulated in the RFP documents we, the undersigned offer to Implementation of SAP
ERP for CIDCO in conformity with the contracts being awarded to contractors up to the stage of
completion of works as specified in the Terms of Reference.
We undertake, if our proposal is accepted, to:
Furnish Performance Security within 15 (Fifteen) days of issue date of Letter of Acceptance.
Enter into the Contract Agreement within 30 (Thirty) days of issue date of Letter of Acceptance.
Unless and until a formal agreement is prepared and executed, this proposal together with your
written acceptance thereof shall constitute a binding contract between us.

I/We __ (Name of the Firm) ____ on behalf of ___ (Names of Joint Consortium Members, if
applicable) ___ submit herewith our Proposal for selection of our firm/organization as Bidder for
the above mentioned Project. The submission comprises of the Technical proposal.
I/We undertake that, in competing for (and, if the award is made to us, in executing) the above
contract, we will strictly observe the laws against fraud and corruption in force in India namely
“Prevention of Corruption Act 1988”.
We certify that in preparation and submission of Technical information we have not taken any
action which is or which constitutes a corrupt or fraudulent practice as defined in the RFP
documents.
I/We agree to allow CIDCO, at its option, to inspect and audit all accounts, documents, and
records relating to the Bidder’s Proposal and to the performance of the ensuing Bidder’s
Contract.
We have not made any tampering or changes in the bidding documents on which the bid is
being submitted and if any tampering or changes are detected at any stage, we understand the
bid will invite summary rejection and forfeiture of bid security/the contract will be liable to be
terminated along with forfeiture of Performance Security, even if Letter of Intent has been
issued.
We declare that there will be no conflict of interest if we take this assignment and we undertake
that we will not take any assignment in future which shall be in conflict with this assignment.
We hereby declare that our Bid is made in good faith, without collusion or fraud and the
information contained in the Bid is true and correct to the best of our knowledge and belief.
I/We understand that, the CIDCO Ltd. is not bound to accept any proposal that the CIDCO Ltd.
may receive.
Yours faithfully,
…………………
Signature of Authorized Signatory of Lead Member
(Seal)
Address: ………….

The change requests should be carried out by the Bidder as per the Change Management
Procedure mentioned in this scope document. CIDCO will provide the requirements for the
change requests and decide the penalty for non-compliance as mentioned in the Service Levels
for Change Requests table in this document. The decision of CIDCO will be final and binding on
the Bidder.
Note: In case of consistent Breach, CIDCO will have the right to terminate the contract
agreement with SI as per Section Breach and Rectification.

11.2 Submission of Technical Proposal

Instructions:
a) All Bidders are required to adhere to the format and order specified here for the submission
of Technical Proposals
b) The Bidder is required to provide appropriate tags /page numbers in the Technical Proposal
to help locate the relevant information for technical evaluation criteria (TQ-0.1 to TQ-3.7)
and enhance the overall readability of the document. Poor readability of the document may
result into rejection of the Bid
11.2.1 Technical Proposal Checklist
Sr. Page No. in

Criterion Remarks
No. Proposal
TQ-0 General Instructions and Format as specified <Please fill>
in the RFP
0.1 Profile of the Bidder Instructions and Format as specified in
the RFP
0.2 Contact Details Instructions and Format as specified in
the RFP
TQ-1 Past Experience of the Instructions and Format as specified
Bidder in the RFP
1.1 SAP Implementation Instructions and Format as specified in
Experience the RFP
1.2 SAP Implementation Instructions and Format as specified in
Experience in Government the RFP
1.3 Post Implementation Support Instructions and Format as specified in
Experience in e-Governance the RFP
Projects
1.4 Application in Real Estate Instructions and Format as specified in
Domain the RFP
1.5 SAP Integration Experience Instructions and Format as specified in
the RFP
1.6 No. of SAP Professionals Instructions and Format as specified in
the RFP
1.7 Client References Instructions and Format as specified in

the RFP
1.8 Undertaking from OEM on Instructions and Format as specified in
Authorization of use of their the RFP
OEM Products
TQ-2 Approach & Methodology Instructions and Format as specified
in the RFP
2.1 Rollout strategy Instructions and Format as specified in
the RFP
2.2 Solution Design Instructions and Format as specified in
the RFP
2.3 Operations & Maintenance Instructions and Format as specified in
the RFP
2.4 Resource Deployment Plan Instructions and Format as specified in
the RFP
2.5 Work Plan Instructions and Format as specified in
the RFP
2.6 Business Intelligence & Instructions and Format as specified in
Reporting the RFP
2.7 Proposal Presentation Instructions and Format as specified in
the RFP
TQ-3 Team Proposed Instructions and Format as specified
in the RFP
3.1 Project Manager Max 4 page CV for each Profile.
Instructions and Format as specified in
the RFP
3.2 Solution Architect
(Software)
3.3 Solution Architect
(Infrastructure &
Networking)
3.4 Domain Expert
3.5 Database Administrator
3.6 System Administrator
3.7 Network Administrator

11.2.2 TQ 0: General
11.2.2.1 TQ 0.1: Profile of the Bidder

Provide here a brief (maximum five page) description of the background and Organization
Structure of your firm / entity.
11.2.2.2 TQ 0.2: Contact Details

The contact details must be provided as per the format specified in the RFP.
11.2.3 TQ 1: Past Experience of the Bidder
Instructions
In this section the Bidders should provide their experience in System Integration and
application development. Details of the experience sought are provided as per the format
specified in the RFP.
The Bidder is required to submit ONLY relevant credentials for the specified competencies.
Only three credentials as sought will be considered for the purpose of evaluation.
In case the same credential is to be used for evaluating two different parameters, the Bidder is
required to attach the credential with supporting proof for both parameters separately in the
order mentioned in this format below.
In case of any confidentially issues that prevent a Bidder from producing Word Orders and
other required documentation for the Past Experience criteria TQ1.1, 1.2 and 1.3, Bidder can
produce the following:
a) Copy of the NDA signed with the client

b) A letter / certificate from the client indicating the relevant details that have otherwise
been sought for in the Work Order for each criterion such as scope of work of the
Project, value of project, details of whether and when rollout completed
11.2.3.1 TQ 1.1: SAP Implementation Experience

Bidders to submit
Work orders clearly stating the Client, components of scope of Work, value of the Project,
number of locations, number of internal users as sought in the Criterion, month and year of
commencement of the Project.

For each project where such details are not explicitly stated in the Work order, a Client
Certificate declaring these details should be submitted in addition to the Word Order.
Completion certificate from client mentioning the month and year of completion of rollout for
each Project wherever valid
The details of SAP Implementation Experience must be provided as per the format specified in
the RFP.
11.2.3.2 TQ 1.2: SAP Implementation Experience in Government

Bidders to submit
Work orders clearly stating the Client, components of scope of Work, value of the Project,
number of locations, number of internal users as sought in the Criterion, month and year of
commencement of the Project.
For each project where such details are not explicitly stated in the Work order, a Client
Certificate declaring these details should be submitted in addition to the Word Order.
Completion certificate from client mentioning the month and year of completion of rollout for
The details of SAP Implementation Experience in Government must be provided as per the
format specified in the RFP.
11.2.3.3 TQ 1.3: Post Implementation Support Experience in e-Governance

Projects
Bidders to submit
Work orders clearly stating the Client, value of the support related component of scope of work,
value of Project, month and year of commencement of the Project.
For each project where such details are not explicitly stated in the Work Order, a Client
Certificate declaring these details should be submitted in addition to the Work Order.
Completion certificate from client mentioning the month and year of completion of Rollout for
The details of providing Post Implementation Support for eGovernance Projects must be
provided as per the format specified in the RFP.

11.2.3.4 TQ 1.4: Application Experience in relevant Domain (Real Estate Domain)

Bidders to submit
Work orders clearly stating the Client, value of the application related component of scope of
work, value of Project, year of commencement of the Project
The details of Application Experience in SAP Real Estate Domain must be provided as per the
format specified in the RFP.
11.2.3.5 TQ 1.5: SAP Integration Experience

Bidders to submit
Work orders clearly stating the Client, value of the application related component of scope of
work, value of Project, year of commencement of the Project
The details of SAP Integration of various SAP modules with different systems undertaken in
relevant Domain must be provided as per the format specified in the RFP.
11.2.3.6 TQ 1.6 No. of SAP Professionals

The Bidder shall provide certification from the HR of the Company indicating the number of SAP
qualified and Certified consultants employed with the Company.
11.2.3.7 TQ 1.7 Client References

The Bidder is required to provide client reference details for the Projects above in each
category, according to the format given. The CIDCO, as part of the evaluation process, may
choose to do a reference check based on details provided herein.
The details of Application Experience in relevant Domain must be provided as per the format
specified in the RFP.
11.2.3.8 TQ 1.8 OEM Undertaking

Undertaking from OEM must be provided as per the format specified in the RFP.
11.2.4 TQ 2: Approach & Methodology
11.2.4.1 TQ 2.1: Rollout Strategy

Please provide in detail the approach and methodology that will be adopted by the Bidder to ensure smooth and timely
rollout of the proposed solution. The Approach and methodology should clearly indicate the following:
a) Structure of the team proposed with details of the size of team, experience of team,
onsite/offsite breakup of effort for various teams / team- members. This should not be
limited to the Key resources whose CV has been sought but rather provide a
comprehensive coverage of all key teams involved in solution deployment e.g.
Development team, Testing team etc.
b) Detailed work plan clearly identifying Key Tasks, timelines, internal and external
dependencies
c) Approach for transition of the system from the current to Proposed System
d) Training Model
11.2.4.2 TQ 2.2: Solution Design

Please provide a description of the Solution design proposed including the design of various
components of the Project including the following keeping in view the minimum requirements
mentioned in the RFP.
a) Overall system architecture

b) Application architecture
c) Security architecture
11.2.4.3 TQ 2.3: Operations & Maintenance post Rollout

Please provide in detail the approach and methodology that will be adopted by the Bidder to
ensure operations and maintenance of the proposed solution. The Approach and methodology
should clearly indicate the following:
a) Structure of the team proposed with details of the size of team, experience of team,
onsite/offsite breakup of effort for various teams / team- members.
b) Approach to meeting and monitoring SLAs
c) Approach to Incident Management
11.2.4.4 TQ 2.4: Resource Deployment Plan

The Bidders are required to substantiate their approach & methodology using the formats
below:

Till Rollout
The Bidders are expected to present their resource deployment plan till the state wide rollout in
the format mentioned below:
a) The Role / Designation mentioned below are an indicative list. The Bidder may feel free
to amend the list as applicable for his approach. ‘M’ indicates the month
The details of Resource deployment till rollout must be provided as per the format specified in
the RFP.
Post Rollout
The Bidders are expected to present their Resource deployment plan beyond the Go-Live period
in the format mentioned below. The Role / Designation mentioned below are an indicative list.
The Bidder may feel free to amend the list as applicable
With respect to the above formats, the Bidders are requested to note the following:
a) For Key Professional Staff sought in the Proposal, the input should be indicated
individually. For others, it may be indicated by category (e.g. Development team)
b) Effort should be indicated in man-weeks. Clear distinction to be made between onsite
effort (at the project location) or offsite effort
c) Bidder may add any additional profile in the resource deployment plan above if
required. Project Manager should be available onsite 100% of the time till the time of
rollout atleast. Additionally, Database Administrator, System Administrator and
Network Administrator should be fulltime onsite resources post rollout
The details of Resource deployment post rollout must be provided as per the format specified in
the RFP.
11.2.4.5 TQ 2.5: Work Plan

The Bidders are expected to present various activities to be performed in the Work plan.
The details of Work Plan must be provided as specified in as specified in the RFP.
a) Indicate all main activities of the assignment, including delivery of reports (e.g.:
inception, interim, and final reports), and other benchmarks such as Client approvals.
For phased assignments indicate activities, delivery of reports, and benchmarks
separately for each phase

b) Duration of activities to be indicated in the form of a bar chart
11.2.4.6 TQ 2.6: Business Intelligence & Reporting

a) Structure of the team and solution proposed – (details of the size of team, experience of
team and experience in handling the various types of data) for business intelligence and
reporting would be evaluated
b) Approach to meeting and monitoring SLAs would be evaluated
c) Approach to Incident Management would be evaluated
11.2.4.7 TQ 2.7: Proposal Presentation

Proposal Presentation would be evaluated for clarity, design, timelines, team structure,
proposed solution etc.

11.2.5 TQ 3: Team Proposed
Instructions:
Please note:
The Bidder is required to provide the CVs for each of the positions specified. Only 1 CV must be
provided for each Profile mentioned. In case more than 1 CV is provided, the first one provided
for the Profile will be used for the purpose of evaluation.
In case no CVs are proposed for any of the specified positions, the Technical Score would be
adjusted proportionately. Though Team Members suggested for additional posts would be
considered during evaluation, not proposing additional posts would not detract from the
relative score of the Bidder.
CVs of all Team Members proposed MUST be furnished in the format given below (Max 4 pages
per CV). Non-adherence to the format or missing information in the specified format would
amount to rejection of the CV for evaluation, at the discretion of the Technical Committee.
Only the relevant Projects of each Team Member proposed may be detailed in the CV.
Each profile shall be signed by the proposed Team Member (of whom the profile is submitted)
and the Authorized Signatory of the Bidder. If the signature of the resource cannot be obtained,
the Authorized Signatory, in each profile shall mention and certify that he has obtained the
consent of the respective employee on the accuracy and completeness of qualifications,
experience and other details specified in the profile.
The Technical Committee may, at its discretion, request the Bidder to provide additional details
with respect to any or all of the personnel proposed, if required in the evaluation process.
CIDCO reserves the right to interview the Team Members proposed that will be deployed as part
of the Project. If the proposed Team Member is found unsuitable, CIDCO may reject the
employment of the personnel.
The details of Resource deployment post rollout must be provided as s per the format specified
in the RFP.
11.2.5.1 Undertaking on Key Personnel proposed for the Project

The details of Undertaking from Key Personnel must be provided as per the format specified in
the RFP.

11.3 Technical Proposal Format

Refer to Appendix 02 – Minimum Technical Specifications.

11.4 Experience Details Format

Details of Projects quoted for consideration for Pre-Qualification Criteria mentioned below must be filled in the following Format:
a) SAP Implementation Experience

b) SAP Implementation Experience in Government
c) Post Implementation Support Experience in e-Governance Projects
d) Application Experience in relevant Domain (Real Estate Domain)
e) SAP Integration Experience
Ref No Name of Month and Project Value of Application Month and Number Number of Work Client
Project Year of Value development / Year of of Locations Order Page Certificate
and Commenceme (in INR customization / Project Internal No – Page No
Client nt of the Crores) maintenance work (in INR Completion Users
Name Project Crores)
TQ-1.1:
A1
TQ-1.1:
A2
TQ-1.1:
A3

11.5 Client References Format

Ref. No. Category Name of Name of the Name and Address Contact Details
the Bidder Designation of the of the Client
Project (Consortium of the Client (Telephone No.
Member) Client and Email)
undertaking Contact
the Project Person
TQ-1.1: A1 SAP
Implementation
TQ-1.1: A2
Experience
TQ-1.1: A3
TQ-1.2: A1 SAP
Implementation
TQ-1.2: A2
Experience in
TQ-1.2: A3 Government
TQ-1.3: A1 Post
Implementation
TQ-1.3: A2
Support
TQ-1.3: A3 Experience in e-
Governance
Projects
TQ-1.4: A1 Application
Experience in
TQ-1.4: A2
relevant
TQ-1.4: A3 Domain (Real
Estate Domain)
TQ-1.5: A1 SAP Integration

Experience
TQ-1.5: A2
TQ-1.5: A3

11.6 Undertaking from OEM

[Date]
To
SYSTEM MANAGER
CIDCO
Sub: Authorization of <company name of Bidder> to provide services based on our product(s)
Sir,
This is to certify that I/We am/are the Original Equipment Manufacturer in respect of the
products listed below. I/We confirm that <name of Bidder> (“Bidder”) have due authorization
from us to provide services, to CIDCO, that are based on our product(s) listed below as per
Request for Proposal (RFP) document relating to Selection of Bidder for implementation of SAP
ERP in CIDCO. We further endorse the warranty, contracting and licensing terms provided by
Bidder to CIDCO.
Sr. No. Product Name Remarks
1.
2.
3.
Yours faithfully,
Designation
Date
Time
Seal
Business Address
OEM’s company name
CC: Bidder’s corporate name

11.7 Resource deployment plan till rollout

“M” – Month of Rollout
Total Proposed Effort (in Man- Months)

Role / Number
of Location M M M M M M M M M
Designation M1 M2 M3 M4 M5 M6 M7 M8 M9 Total
Resources
10 11 12 13 14 15 16 17 18
Project Onsite
Manager Offsite
Onsite
Solution
Architect Offsite
(Software)
Offsite
Solution Onsite
Architect
Offsite
(Infrastructure
& Networking) Offsite
Onsite
Domain Expert
Offsite

Offsite
Onsite
Database
Offsite
Administrator
Offsite
Onsite
Network
Offsite
Administrator
Offsite
Onsite
System
Offsite
Administrator
Offsite
Onsite
Other Offsite
Offsite

11.8 Resource deployment plan after rollout

“Q” – Quarter of operation in the Operations & Maintenance Phase
Total Proposed Effort (in Man-Months)

Role / Number
of Location QQQQQQQQQQQ
Designation Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9
Resources
10 11 12 13 14 15 16 17 18 19 20
Project Onsite
Manager Offsite
Onsite
Solution
Architect Offsite
(Software)
Offsite
Onsite
Domain
Offsite
Expert
Offsite
Domain Onsite
Expert Offsite

Number Total Proposed Effort (in Man-Months)
Role / of Location QQQQQQQQQQQ

Designation Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9
Resources
10 11 12 13 14 15 16 17 18 19 20
Offsite
Onsite
Database
Offsite
Administrator
Offsite
Onsite
Network
Offsite
Administrator
Offsite
Onsite
Other Offsite
Offsite

11.9 Work plan

Months
Activity
S. No. T+ T+ T+ T+ T+ T+ T+ T+ T+
# T+1 T+2 T+3 T+4 T+5 T+6 T+7 T+8 T+9
10 11 12 13 14 15 16 17 18
#Indicate all main activities of the assignment, including delivery of reports (e.g.: inception, interim, and final reports), and other benchmarks such
as Client approvals. For phased assignments indicate activities, delivery of reports, and benchmarks separately for each phase.

11.10 Undertaking from key Personnel

[Date]
To
SYSTEM MANAGER
CIDCO
Sub: Undertaking on Key Personnel proposed for the Project
Sir,
1. I/We as System Integrator do hereby undertake that those persons whose profiles were part
of the basis for evaluation of the bids (Project Manager, Solution Architect (Software), Solution
Architect (Infrastructure and Networking), Domain Expert, Database Administrator), hereby
referred to as “Key Personnel” of the proposed team, shall be deployed during the Project as per
our Bid submitted in response to the RFP.
2. We undertake that any of the identified “Key Personnel” shall not be removed or replaced
without the prior written consent of CIDCO except where such removal and/or replacement
becomes necessary due to exceptional circumstances like disability, resignation, termination,
death, etc. of the resource
3. Under exceptional circumstances, if the key personnel are to be replaced or removed, we

shall put forward the profiles of personnel being proposed as replacements, which will be either
equivalent or better than the ones being replaced. However, whether these profiles are better or
equivalent to the ones being replaced will be decided by CIDCO
4. CIDCO will have the right to accept or reject these substitute profiles
5. We also undertake to staff the Project with competent team members in case any of the
proposed team members leave the Project either due to voluntary severance, disciplinary
actions against them or any other reason
5. We acknowledge that CIDCO has the right to seek the replacement of any member of the
Project team being deployed by us, based on the assessment of CIDCO that the person in
question is incompetent to carry out the tasks expected of him/her or found that person does
not really possess the skills /experience/qualifications as Projected in his/her profile or on the
ground of security concerns or breach of ethics
6. In case we assign or reassign any of the team members, we shall be responsible, at our
expense, for transferring all appropriate knowledge from personnel being replaced to their
replacements within a reasonable time. We shall also ensure that such replacements do not
adversely impact the quality and timeliness of the Project at any time
Yours faithfully,
Name :
Designation :
Date :
Time :
Seal :
Business Address

11.11 Format of Proposed Team CV
PHOTOGRAPH
Name
Proposed Position
Date of birth
Years with
Organization (if
applicable)
Nationality
Education
Degree Institution Year in which obtained

(Specialization)
Relevant Certification (if any)
Certification Details
Languages & degree of proficiency
Language Read Write Speak

(Excellent / Good / (Excellent / Good / (Excellent / Good /
Fair) Fair) Fair)

Countries of
work experience
Employment record
(Starting with present position, list in reversed order every employment held for the last
ten years and state the start and end dates of each employment)
(Clearly distinguish your "employer" as an employee of the firm from a "client" for whom
you have worked as a consultant or an adviser)
Position held and Description of
Employer From To
duties
Detailed tasks handled (Domestic and International)

(Work undertaken that best illustrates capability to handle the work and tasks assigned on
this Project- Please give details of only those assignments that are relevant for the position
for which the resource is being proposed)
Role
Brief Description of End Specific Task
Name Start Date
of assignment resou Date Allotted
rce
Certifications
I, the undersigned certify that:
(i) I am not a former Government of Maharashtra (GoM) Staff or if Yes No

I am, I have retired/resigned from GoM more than twelve (12)
months ago:

(ii) To the best of my knowledge and belief, this CV correctly Yes No

describes me, my qualifications, and my experience.
I understand that my willful mis-statement described herein may lead to my

disqualification or dismissal, if engaged.
Name & Name & Signature (Authorized Representative)

Signature
(Personnel)
Date of signing

12 Annexure – 6: Formats for Commercial Bid
12.1 Commercial Proposal Covering Letter

[Date]
To
SYSTEM MANAGER
CIDCO
Dear Sir,
Ref: Request for Proposal for Selection of Bidder for Implementation of SAP ERP in CIDCO.
We, the undersigned Bidders, having read and examined in detail all the bidding documents in
respect of “Request for Proposal for Selection of Bidder for Implementation of SAP ERP in
CIDCO.” do hereby propose to provide Services as specified in the bidding documents number
___________________________.
Price and Validity
All the prices mentioned in our Bid are in accordance with the terms as specified in the bidding
documents. All the prices and other terms and conditions of this Bid are valid for a period of six
months from the date of submission of the Bids.
We are an entity registered in India and do hereby confirm that our Bid price (Total Contract
Value in this Commercial Proposal) includes all taxes including income tax and professional tax.
The prices we have offered, will remain fixed and not be subject to escalation for any reason
whatsoever within the period of Contract. Any increase / decrease in rates of taxes will be to
our account. We have studied the Clause relating to Indian Income Tax and hereby declare that

if any income tax, surcharge on Income Tax, Professional and any other corporate Tax is altered
under the law, we shall pay the same.
Bid Price
We declare that our Bid Prices are for the entire scope of the work and requirements as
specified in the Bid documents, irrespective of whatever has been stated to the contrary
anywhere else in our Bid.
Contract Performance Guarantee
We hereby declare that in case the Contract is awarded to us, we shall submit the Contract
Performance Bank Guarantee in the form prescribed in the RFP.
We hereby declare that our Bid is made in good faith, without collusion or fraud and the
information contained in the Bid is true and correct to the best of our knowledge and belief.
We understand that our Bid is binding on us and that you are not bound to accept a bid you
receive.
We confirm that no Technical deviations are attached here with this Commercial offer.
Yours faithfully,
Name :
Designation :
Date :
Time :
Seal :
Business Address

12.2 Commercial Bid

Instructions to the Bidder:
The Payment Model of the Project is based on Milestone Based Payments and Quarterly
guaranteed payments (QGR). Total Project Cost comprises of Quarterly guaranteed payment
and Milestone based payment.
The Bidder should quote the Total Project Cost (Total Contract Value). The Total Contract Value
will be used for calculation of Quarterly guaranteed fees and the Milestone Based Fees.
Quarterly payment in 20 quarterly payments based on the 5 year operating period as follows:
PROPOSED PROPOSED
YEAR
YEARLY PAYMENT (% OF TCV) QGR PAYMENT (% OF TCV)
YEAR1 9.00% 2.25%

YEAR2 10.00% 2.50%
YEAR3 11.00% 2.75%
YEAR4 12.00% 3.00%
YEAR5 13.00% 3.25%
Rates quoted by the Bidder should be inclusive of all taxes, duties and charges apart from
service tax which will be paid separately.
For financial bid evaluation purpose, total 200 man months of software development work will
be assumed.
Penalties as specified in the RFP will be levied separately. Therefore, final payment can be less
than the Annual Minimum Guaranteed amount to the extent of penalties imposed monthly or
annually.
For more information on calculation of payment and penalties refer to the RFP.
For the bidders whose technical bids have been shortlisted, Total Financial Bid will be
calculated and, amongst them, the bidder with lowest evaluated “Total Financial Bid” will be the
most preferred bidder. In the event where more than one bidder has the same lowest evaluated
“Total Financial Bid”, the most preferred bidder would be the one with higher Technical Bid
score.

The details of Formats for Financial Bid are specified in Appendix 03 – Commercial Bid
Format. The Bidder is expected to fill all relevant fields of Appendix 03. In case, any field is not
filled, a value of Zero (0) or NIL; whichever is relevant, will be considered.

13 Annexure: Format for Performance Bank Guarantee

For Contract Performance Bank Guarantee
Ref: _________________ Date: _________________
Bank Guarantee No.: ____________________
To
SYSTEM MANAGER
CIDCO
Tel.: 022 – 67918161/ 67918313
Fax No. : 022-67918166
Email Id: gmitsp@cidco.maharashtra.gov.in
Dear Sir,
PERFORMANCE BANK GUARANTEE – For <Project Name>
WHEREAS
M/s. (name of Bidder), a company registered under the Companies Act, 1956, having its registered
and corporate office at (address of the Bidder), (hereinafter referred to as “our constituent”, which
expression, unless excluded or repugnant to the context or meaning thereof, includes its successors
and assigns), agreed to enter into a Contract dated …….. (Hereinafter, referred to as “Contract”) with
you for Project of Implementation of SAP ERP in CIDCO, in the said Contract.

We are aware of the fact that as per the terms of the Contract, M/s. (name of Bidder) is required to
furnish an unconditional and irrevocable Bank Guarantee in your favor for an amount of 10% of the
Total Contract Value, and guarantee the due performance by our constituent as per the Contract
and do hereby agree and undertake to pay any and all amount due and payable under this bank
guarantee, as security against breach/ default of the said Contract by our Constituent.
In consideration of the fact that our constituent is our valued customer and the fact that he has
entered into the said Contract with you, we, (name and address of the bank), have agreed to issue
this Performance Bank Guarantee.
Therefore, we (name and address of the bank) hereby unconditionally and irrevocably guarantee
you as under:
In the event of our constituent committing any breach / default of the said Contract, and which has
not been rectified by him, we hereby agree to pay you forthwith on demand such sum/s not
exceeding the sum of 10% of the Total Contract Value i.e.,…………..<in words> without any demur.
Notwithstanding anything to the contrary, as contained in the said Contract, we agree that your
decision as to whether our constituent has made any such default(s) / breach(es), as aforesaid and
the amount or amounts to which you are entitled by reasons thereof, subject to the terms and
conditions of the said Contract, will be binding on us and we shall not be entitled to ask you to
establish your claim or claims under this Performance Bank Guarantee, but will pay the same
forthwith on your demand without any protest or demur.
This Performance Bank Guarantee shall continue and hold good till 200 days after completion of the
Contract Period (a minimum of 6 years and 8 months from the date of signing of Contract), subject
to the terms and conditions in the said Contract.
We bind ourselves to pay the above said amount at any point of time commencing from the date of
the said Contract until 6 months after the completion of Contract Period.
We further agree that the termination of the said Agreement, for reasons solely attributable to our
constituent, virtually empowers you to demand for the payment of the above said amount under
this guarantee and we would honour the same without demur.
We hereby expressly waive all our rights:
Requiring to pursue legal remedies against CIDCO; and

For notice of acceptance hereof any action taken or omitted in reliance hereon, of any defaults
under the Contract and any resentment, demand, protest or any notice of any kind.
We the Guarantor, as primary obligor and not merely Surety or Guarantor of collection, do hereby
irrevocably and unconditionally give our guarantee and undertake to pay any amount you may
claim (by one or more claims) up to but not exceeding the amount mentioned aforesaid during the
period from and including the date of issue of this guarantee through the period.
We specifically confirm that no proof of any amount due to you under the Contract is required to be
provided to us in connection with any demand by you for payment under this guarantee other than
your written demand.
Any notice by way of demand or otherwise hereunder may be sent by special courier, telex, fax,
registered post or other electronic media to our address, as aforesaid and if sent by post, it shall be
deemed to have been given to us after the expiry of 48 hours when the same has been posted.
If it is necessary to extend this guarantee on account of any reason whatsoever, we undertake to

extend the period of this guarantee on the request of our constituent under intimation to you.
This Performance Bank Guarantee shall not be affected by any change in the constitution of our
constituent nor shall it be affected by any change in our constitution or by any amalgamation or
absorption thereof or therewith or reconstruction or winding up, but will ensure to the benefit of
you and be available to and be enforceable by you during the period from and including the date of
issue of this guarantee through the period.
Notwithstanding anything contained hereinabove, our liability under this Performance Guarantee is
restricted to 10% of the Contract Value, and shall continue to exist, subject to the terms and
conditions contained herein, unless a written claim is lodged on us on or before the aforesaid date
of expiry of this guarantee.
We hereby confirm that we have the power/s to issue this Guarantee in your favor under the
Memorandum and Articles of Association / Constitution of our bank and the undersigned is / are
the recipient of authority by express delegation of power/s and has / have full power/s to execute
this guarantee under the Power of Attorney issued by the bank in your favour.
We further agree that the exercise of any of your rights against our constituent to enforce or
forbear to enforce or any other indulgence or facility, extended to our constituent to carry out the

contractual obligations as per the said Contract, would not release our liability under this guarantee
and that your right against us shall remain in full force and effect, notwithstanding any
arrangement that may be entered into between you and our constituent, during the entire currency
of this guarantee.
Notwithstanding anything contained herein:
Our liability under this Performance Bank Guarantee shall not exceed 10% of the Total Contract
Value. This Performance Bank Guarantee shall be valid only from the date of signing of Contract to
200 days after the End of Contract Period; and
We are liable to pay the guaranteed amount or part thereof under this Performance Bank
Guarantee only and only if we receive a written claim or demand on or before 200 days after the
completion of Contract Period.
Any payment made hereunder shall be free and clear of and without deduction for or on account of
taxes, levies, imports, charges, duties, fees, deductions or withholding of any nature imposts.
This Performance Bank Guarantee must be returned to the bank upon its expiry. If the bank does
not receive the Performance Bank Guarantee within the above-mentioned period, subject to the
terms and conditions contained herein, it shall be deemed to be automatically cancelled.
This guarantee shall be governed by and construed in accordance with the Indian Laws and we
hereby submit to the exclusive jurisdiction of courts of Justice in India for the purpose of any suit or
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RFP for Selection of System Integrator for Implementation of Integrated SAP for CIDCO

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RFP for Selection of System Integrator for Implementation of Integrated SAP for CIDCO

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RFP for Selection of System Integrator for Implementation of

Integrated SAP for CIDCO

Request for Proposal for

City and Industrial Development Corporation of Maharashtra

1 Invitation for Proposal ....................................................................................................................................... 19

1.1 Bidding Schedule ........................................................................................................................................ 20

2.1 About CIDCO ................................................................................................................................................. 21

2.2 Geographical Spread & Various Departments of CIDCO ............................................................ 22

2.3 Details of Departments and brief overview of Processes .......................................................... 23

2.3.1 Land and Survey................................................................................................................................ 23

2.3.1.1 Acquisition Process ..................................................................................................................... 24

2.3.1.2 Allotment of Plot through Lands 12.5% scheme ............................................................ 25

2.3.1.3 Process for handling legal suit in Lands 12.5%............................................................... 27

2.3.1.4 Process for approval and disbursement of enhancement award ............................ 28

2.3.2 Planning and Architecture ............................................................................................................ 30

2.3.2.2 Processing of requests/queries: Post Allotment from Building Permission

2.3.2.3 Payment to external consultant ............................................................................................. 33

2.3.2.4 Policy Making/Board Approval ............................................................................................. 34

2.3.2.5 Process for land planning-development and disposal ................................................. 35

2.3.2.6 Processing of applications........................................................................................................ 36

2.3.2.7 Processing of RTI ......................................................................................................................... 37

2.3.2.8 Processing of application for development permission in Building permission

2.3.2.9 Appointment of Consultant by Architecture Department .......................................... 39

2.3.3 Engineering ......................................................................................................................................... 40

2.3.3.1 Engineering - Registration of contractor for civil and electrical .............................. 41

2.3.3.2 Identification of a project ......................................................................................................... 42

2.3.3.3 Formation of Project Team ...................................................................................................... 43

1 City and Industrial Development Corporation of Maharashtra Ltd.

2.3.3.4 Administrative approval........................................................................................................... 44

2.3.3.5 Project Planning and monitoring.......................................................................................... 45

2.3.3.6 Handing over of project............................................................................................................. 46

2.3.3.7 Registration of vendor for product approval.................................................................... 47

2.3.4.1 Allotment of plots (Tendering process).............................................................................. 49

2.3.4.2 Disposal of plots (without tender process)....................................................................... 51

2.3.4.3 Plots for Co-operative housing societies............................................................................ 52

2.3.4.4 Allotment of commercial offices-shops by tender.......................................................... 55

2.3.5.2 Transfer of Ownership............................................................................................................... 59

2.3.6 Controller of Unauthorized Construction Department..................................................... 60

2.3.6.1 Demolition Activity by CCUC................................................................................................... 61

2.3.7 Transport and Communication................................................................................................... 62

2.3.7.1 Process flow for approval of any transport project....................................................... 63

2.3.7.3 “NOC” for Utility Trenching Permissions........................................................................... 65

2.3.8.1 Fixation of Reserve price.......................................................................................................... 67

2.3.9 Accounts and Finance Department........................................................................................... 68

2.3.9.1 Preparation of Budget for the Corporation....................................................................... 69

2.3.9.2 Releasing Payment to Vendor/Contractors/Consultants............................................ 70

2.3.9.3 Payment verification(sale entry)........................................................................................... 71

2.3.9.5 Accepting RTI Payments........................................................................................................... 73

2.3.9.6 Collection of all charges from Estate, Estate 12.5%....................................................... 74

2.3.9.7 Salary Payment............................................................................................................................. 75

2 City and Industrial Development Corporation of Maharashtra Ltd.

2.3.9.8 CIDCO Provident Fund ............................................................................................................... 76

2.3.9.9 Payment of compensation/enhanced compensation for Lands 12.5% scheme 77

2.3.9.10 Financial Concurrence for Administrative Approval / Rate & Agency

2.3.10 Public Relations ................................................................................................................................. 79

2.3.10.1 CIDCO Event participation .................................................................................................. 80

2.3.10.2 CIDCO Release of Advertisement ..................................................................................... 81

2.3.11 Data Centre .......................................................................................................................................... 82

2.3.11.1 Procurement of Hardware/Software/Network Equipment/ (By Tender) ..... 83

2.3.11.2 Renewal of Annual Maintenance Contract ................................................................... 84

2.3.12 Statistics ............................................................................................................................................... 85

2.3.12.1 Survey Outsource Process ................................................................................................... 86